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Customer Support
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Grammarly
The opportunity
Grammarly empowers people to communicate effectively and connect. More than 20 million people around the world use our AI-powered writing assistant every day to say what they mean and be understood as they intend.
To support our expanding user base, we’re looking for a Senior Customer Support Representative to join our Support team. This person will help our team create delightful customer experiences across public-facing channels—from Instagram to App Store reviews. Their empathetic interactions with Grammarly users will reinforce Grammarly’s mission and values by showing our users that Grammarly cares about their needs.
Your impact
Grammarly exists to improve lives by improving communication, and as a Senior Customer Support Representative, you’ll directly contribute to this effort by improving communication with people using Grammarly every day. As the voice of Grammarly in social media responses, you’ll have the ability to stretch your writing legs to write tight, on-brand responses to our users. You’ll also be able to scale a review response program with support from the team.
You will be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.
After you’re comfortable in the inbound queue, you’ll work on one-touch support issues, escalating social support issues to email channels, and creating surprise-and-delight responses for Grammarly users.
You will also build your skills in handling more brand-forward and high-impact types of requests, eventually managing responses on social channels relating to such sensitive issues as privacy and security.
You will also have the opportunity to evaluate Grammarly’s social support practices and give feedback to optimize these processes.
You may eventually own the scaling plan for one area of public-facing support, such as macros, gif libraries, internal knowledge-sharing, training, and other areas.
We’re looking for someone who
Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
Has very strong writing skills—can write great copy for different channels and situations and is adept at crafting short, easy-to-read sentences.
Knows the public-facing support and social media landscape through experience with public channels in the past—and is eager to continue to work in social media.
Is an empathetic active listener with a solid understanding of tone matching
Can write a response that makes our users feel heard, understood, and taken care of.
Thrives in an environment where change is the norm but still can deliver great service amid changing social media landscapes and priorities.
Support for you, professionally and personally
Comprehensive benefits
Grammarly offers all team members competitive pay along with a benefits package that includes superior health care. But that’s just for starters: We also offer ample and defined time off, catered lunches, gym and recreation stipends, admission discounts, and more.
Professional growth
We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and transparent and regular review processes.
A connected team
Grammarly builds products that help people connect, and we apply this mindset to our own team. We take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.
We encourage you to apply
At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. We do not discriminate on the basis of ancestry, race, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other characteristic protected by law. Grammarly is an equal opportunity employer and abides by the Employment Equity Act.
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Cloudbeds (US or Late Europe Timezone)
Cloudbeds is a travel industry startup that works to make the world a more welcome place. We make advanced cloud-based hospitality software for hotels, hostels, vacation rentals and groups that manages reservations and guests, distributes room availability, sells inventory, and collects payments. Our hundreds of team members are distributed across 24 countries and, altogether, we speak 17 languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe.
Cloudbeds is seeking an experienced Customer Service Billing Lead to help manage, train and process the numerous billing related requests for all of our products.
Location: Remote (US or Late Europe Timezone)
What You Will Do:
Assist and support our existing customers with billing-related questions
Develop, update and improve billing training for those trained on the billing process
Analyze billing ticket trends and work with product and support teams to improve the customer experience and lower # of requests related to billing/finance
Be the first line of approval for credit, refund, and finance-related requests
Be able to manage and process a large portion of billing tickets, quickly and accurately respond
Call/Reach out to customers during delicate or sensitive customer situations
Prepare daily, weekly, monthly reports for management on billing trends
Need to be available on the weekend if the end of the month falls on a weekend day
Schedule vacations and travel around the sales cycle (preferably avoid the end of the month)
Own the billing process of escalation, documentation and constructive feedback to other support leads or agents.
Included in leadership discussions related to billing
You’ll Succeed With:
Previous experience in customer service jobs or similar
High attention to detail and proven experience making high stake decisions
Cloudbeds billing experience a plus
Experience in hospitality/tourism a plus
Communication skills and a positive attitude
Desire to improve the current billing process
Fluent English
Native / Fluent Spanish and/or Portuguese is a plus
Problem-solving skills and emotional management
Compatible graduation course or more than 2 years proven experience in the area
Skill with computers and systems
Excellent internet/WiFi connection
Note: This is a remote position that can be done anywhere
Our company culture supports flexible working schedules with an Open Paid Time Off (PTO) policy, personal and professional development for individual growth, and the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to grow your career. If you would like to be considered for the role, we would love to hear from you!
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Formstack
Formstack, the most flexible and powerful form building application, is looking for a Customer Success Manager to add to our Customer Success Team.
Formstack is a 13-year-old company with its roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a remote work environment that is flexible and provides great freedom for those who can perform; however, we are ideally looking for someone in or around Colorado Springs for this role.
Who You Are:
Formstack is looking for a world-class Customer Success Manager that can make a direct connection between a user’s goals and how our solution is implemented. This involves determining the appropriate use cases, showing how our product drives key processes for the client and ultimately driving major business outcomes for your customers.
What You'll Do:
As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Formstack delivers to their organization. You will develop a deep understanding of customer engagement and the Formstack platform so as to create and evolve best practices around the technology.
How You'll Succeed:
Oversee the on-boarding of new accounts and ensure successful implementations.
Work with existing accounts to make sure they are utilizing Formstack most efficiently and properly.
Track & monitor account statuses and identify areas of concern.
Develop application notes to help customers understand actions they need to take to achieve success.
Strategize, conceive and execute internal processes to streamline and scale customer-success work.
Identify areas for improvement not only in our products and services, but also in the Customer Success function as a whole. Communicate internally with relevant stakeholders in sales, marketing, product and engineering to make your customer’s lives better.
Develop trusted advisor relationships with customer executive sponsors and key stakeholders, to ensure Formstack activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Formstack solution to be realized.
Ultimate responsibility for the customer's renewal and for expansion of the platform. You promote maximum value from their investment in Formstack, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
Engage regularly with customers via Adoption meetings and Strategic Business Review meetings to identify needs and stay strategically aligned.
Coach customers to ensure they are leveraging all available Formstack resources e.g. Help & Training, User Groups, webinars, etc.
Serve as a customer advocate in driving industry best practices and the evolution of Formstack products and services, which are integral to the customer's success.
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Coordinate with other Formstack teams including, management, sales, support, professional services, marketing, and product management and development, in order to meet account performance objectives and customers’ expectations.
Possess a comprehensive understanding of Formstack solutions in order to serve as a product subject matter expert (SME) to demo, train and influence cross-sell/upsell opportunities.
Meets assigned targets and strategic objectives in assigned accounts (ie. Churn & Upgrades).
Maintain accurate information of all customer interactions and customer intelligence data using Salesforce.com or any other CRM application used by Formstack.
What We Are Looking For:
At least 2 years experience as a Customer Success Manager in a software company
Strong knowledge of online software (SaaS) products and services, broadly defined
Experience in Product Management, Consulting, Data Analysis, or Financial Analysis AND the ability to work with, connect to, and influence people
Great communication, account management, project management and problem-solving skills
Strong writer and speaker – documents, presentations, webinars and events
Organized and systematic with great attention to detail
Able & willing to travel periodically as the job requires
What Formstack Offers:
100% covered Medical Insurance, as well as company-paid Dental, Vision, Disability and Life Insurance Benefits for full-time employees.
Unlimited PTO for all employees
401k with matching company contribution for full-time employees
The most up-to-date technology, including company-issued Macs, the latest software and other tools needed to excel at your job
Company-paid conferences and extended learning
Yearly company gatherings
Want to learn more about who we are and what we value? CLICK HERE to hear from some current Formstackers about what matters most!
Formstack is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
All data collected in our application process from resume collection to application questions is used for recruitment purposes only. We will store it in our applicant tracking system, JazzHR, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.
Thank you for your interest in Formstack!
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Wildbit (EU)
Do you feel like a bot can’t do as good a job as you can solving problems? Do you believe it’s a better use of time to fully address an issue, even if it takes longer, than quickly fixing a part of the problem? Yea - we do too. That’s why our CS team strives to take the pain out of solving problems in a human way.
We’re looking for someone who understands that customer success is a focus on customers, not on ourselves. At Wildbit, we zero in to enable teams to build and launch their own products and services. Our success team handles our customers' needs proactively (success) and reactively (support) across our three products: Beanstalk, Conveyor, and Postmark. This position is for Postmark Support.
Postmark is a transactional email service provider (ESP). Our customers are primarily experienced developers implementing our web-based product into their company’s email platform. You would be the first point of problem-solving for a customer if they reach out for assistance. This role could be a good fit for you if you have:
- previously thrived in customer support for a SaaS product
- an understanding of transactional email and email technologies (SPF, DKIM, DMARC)
- solid English writing skills for answering customer support requests and writing help docs
- empathy towards others and a desire to teach customers
The person in this role will be expected to work 100% remotely in or near Europe 8am–4pm UTC/GMT as we aim to provide a balance in coverage for our customers in all timezones.
In one year, you’ll know you’re successful if you help new customers get up to speed quickly, triage issues, provide solutions, educate developers on industry best practices, and help our team identify where we can better meet the needs of our customers. This means creating content and user guides, talking to customers over various channels (email, live chat, phone, etc.), analyzing behaviors, and keeping our developers and designers up to speed at all times. Most of all, this job is about empowering developers to do their best work. And to have fun doing it!
If this sounds like what you’re looking for in your work, check out our Wildbit Jobs, Good/Bad Definitions, and Blog pages for a bunch more info about our company and what makes us pretty great.
TEST PROJECT
Your resume is a great snapshot of what you've done in the past. We'd love to see what you're capable of now. To give us an idea of your skills and voice, please complete TWO of the following parts of the required sample exercise. There is a spot to upload a link to your responses on the application page (i.e., Google doc, Paper doc, etc.).
- Emails can bounce for a variety of reasons. How would you explain to a customer the reason an email they sent through Postmark returned a soft bounce?
- A customer reached out to Postmark support asking about a feature we don’t currently have (and it's not coming up in the near future). How would you handle that and what would you reply to them with? Please also tell us a little about why you answered this way. What is your thought process behind it?
- Explain to a customer how to authenticate their domain with DKIM.
Use our documentation in http://postmarkapp.com/support/ as a resource.
This project is all about showcasing what you can do. Don’t worry about trying to guess what we would do — make it your own, and have fun with it. We’re just looking to see a full slice of your work: your thought process, planning, writing skills, and all that goes with it.
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Digital Ocean (US or Canada)
Have you ever wondered what happens inside the cloud?
Based in New York, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers, teams, and businesses around the world. We believe that today’s entrepreneurs are changing the world through software. Our mission is to empower these entrepreneurs by bringing modern app development within reach for any developer, anywhere in the world.
We want people who are passionate about building meaningful long term relationships with our customers that help them grow and scale their business in the cloud and create experiences that they love.
We are hiring a VP of Customer Support responsible for developing and delivering the strategy that ensures our customers are successful on our platform. Reporting to the Chief Technology Officer, the VP of Customer Support will lead the DO Customer Support function and its teams that make up a core pillar of DigitalOcean’s brand known for delivering an amazing customer experience across every interaction. Successful candidates will have a successful track record of running innovative Customer Support programs and increased customer retention and customer adoption.
What You’ll Be Doing:
You'll lead, build and develop strategies for our 24x7 Customer Support teams who interact with over 600,000+ accounts.
Support our Growth and Onboarding initiatives through world-class Customer Experience in our Service offerings, by improving our SLOs, customer satisfaction, and NPS scores, and evaluating and implementing new support channels
Implementing repeatable and scalable processes and strategies to help customers in their journey and ensure the different teams can scale with the growing customer base
Developing the right set of analytics to provide business insights into product quality and product adoption and help measure customer & product satisfaction
Improve our Support tooling strategy that drives customer experience and agent scale and productivity
Focusing on lifetime value to ensure that we’re building the set of services to support our customers as their needs grow and become more complex
Working cross-functionally across the business with product, engineering, marketing, and others to deliver feedback, inform the value proposition and ensure the overall experience is seamless and focused on the customer’s needs
What We’ll Expect From You:
An affinity for customers and strong leadership and people management experience
A bias toward action, alignment and productive collaboration
A referenceable track record of success as a customer support leader at a SaaS, professional IT services company or enterprise software company
Ability to work with leaders and teams from across the organization in Engineering, Product, UX, Sales, and Post Sales
A zeal for continuous improvement in how we support our customers and communities, and employees in support
Past work experience in technical account management, customer support, or success
Current knowledge of industry trends in Customer Support including best practices, and progressive, cutting edge CRM and Support tools
An eye for identifying and removing friction from the support process (e.g. developing and implementing internal service tooling to automate processes)
Expertise in support operations and measuring success via customer support metrics and KPIs
Proficient understanding of Web/Mobile/Infrastructure app development & architecture
Has worked with highly technical and demanding customers who are running critical production workloads and demand enterprise performance from their vendor's product and services.
Is a strong coach for senior managers, developing leadership in his org for greater scale in the future
Is a highly engaged people manager and is seen as a role model and leader in the organization
Has recruited top high performing talent and retained them while growing their careers with the company
Why You’ll Like Working for DigitalOcean:
We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.
We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development. You’ll need to be great to get hired here and we promise you’ll get even better.
We care about you. We offer competitive health, dental, and vision benefits for employees and their dependents, a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.
We invest in your future. We offer competitive compensation and a 401k plan with up to a 4% employer match. We also provide all employees with Kindles and reimbursement for relevant conferences, training, and education.
We want you to love where you work. We have great office spaces located in the heart of SoHo NYC and Cambridge and offer daily catered lunches to keep your hunger at bay. We’re also very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to onboard in-office and take an all-expenses-paid trip to our annual company offsite, Shark Week, to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in office.
We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Acquia (US only)
Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms.
Headquartered in the U.S., we have been named as one of North America’s fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been rated a leader by the analyst community and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future of the web, and we want you to be a part of it.
Summary:
Acquia is seeking a Technical Account Manager (TAM) to provide technical advice and enablement to customers. These TAMs form a small, distributed team working closely with a group of high-value customers. As a Team TAM you’ll provide ongoing guidance on Drupal and Acquia products, recommend best practices, assist in ensuring successful launches, and help customers resolve technical issues. The ideal candidate has a broad and deep background in Drupal and web development, significant LAMP stack knowledge, and a rare blend of technical and customer relationship skills.
Requirements:
Provide troubleshooting and enablement on a wide variety of technical and strategic topics, including Drupal best practices, development operations, and Acquia products, including cloud hosting
Ensure successful site launches
Connect customers with other subject matter experts within Acquia
Communicate with customers with clarity and courtesy – verbally and in writing
Work with customers in real time in scheduled phone meetings, as well as through a customer ticketing system
Efficiently juggle multiple requests from multiple customers
Collaborate with other team members on technical and customer service challenges
Skills and Attributes:
Deep experience with Drupal site and application architecture, including an aptitude for building, configuring, and troubleshooting a variety of Drupal site recipes (complex sites, multimedia, social networking, brochure sites, etc.)
Proven record of providing customer relationship management with excellent customer satisfaction
Solid understanding of LAMP internals and resource management
Passion for the web, open-source development, and for helping us build lasting value for customers
Strong problem-solving skills, initiative, and the ability to thrive under pressure
Seeks to identify, analyze and solve problems systematically rather than solely by intuition or instinct. Looks for root causes, not just symptoms of the problem. Weighs pros and cons of actions. Differentiates when to or when not to escalate issues.
Ability to efficiently prioritize a large number of competing requests
Performs work with (internal and external) customer satisfaction in mind, while not compromising the integrity of the work
Excellent interpersonal, team cooperation, and communication skills
Listens and probes to understand, diagnose and understand what matters most to others. Values the input and insights of others.
Preferred Qualifications:
Experience with enterprise web technologies like Varnish and memcached
Consulting or customer service background
Experience delivering solutions to large enterprises (Fortune 500, multiple government agencies etc.)
Bachelor's or Master's degree
Portuguese and/or Spanish language proficiency a strong plus
Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.
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Ahrefs
What We Need:
Ahrefs is looking for someone to help transform our global team of 10+ staff into a well-oiled customer support machine. You will help us set up and monitor the right KPIs, and ensure our customer support team adheres to world-class standards.
You will:
Provide steady leadership, guidance, and coaching to our customer support team
Set up and monitor the right KPIs for the team
Ensure each customer support team member is successful in their role
Analyze customer support processes periodically and adjust as needed to provide a better customer experience
Help find and onboard new team members
Oversee conversations with clients and leads to search for improvements
Help shape our Customer Success processes, culture, and improve our team's conversational skills and tone.
Communicate with other departments to help continually improve Ahrefs' products
Drive complex tickets to resolution
Organize and continuously improve the help/FAQ section of our site to facilitate self-service support
Write SOPs, guides, onboarding materials, and other internal support documentation
Report to our CMO and CEO
Basic Requirements:
1+ years experience in a similar position (preferably with a SaaS tool)
Fluent in English
Strong leadership and analytical skills
Basic knowledge of SEO and online marketing, in general, is a big plus
Who We Are:
Ahrefs is one of the leading SEO tools for digital marketing professionals. We serve tens of thousands of users worldwide, helping them drive more traffic to their websites. Ahrefs is comprised of a relatively small but extremely efficient team (~50 employees) spread across the globe, with headquarters in Singapore. Jump to our homepage to learn more about our toolset.
What you get:
At Ahrefs, we value our people. Working here has never been more rewarding. We offer:
Competitive compensation package
Friendly work environment
[SG office] First-class workplace equipment (hardware & tools)
Above-average perks and fringe benefits
Locations
Remote
Singapore, modern office in CBD
Apply for this job
To apply for this job drop us a note at [email protected]
Please include:
Salary expectations.
Your CV and short description of how we can benefit each other.
Date of availability.
In your cover letter, please answer these three questions:
What was the size of the Support team that you were leading?
What KPIs do you consider to be the most important for the team?
How can you help Ahrefs specifically (considering the aspects of our niche)?
Feel free to add any additional information to your cover letter. We love unconventional messages ;)
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Mozilla (US, Canada & Europe)
Mozilla’s mission is to ensure the Internet is a global public resource, open and accessible to all. An Internet that truly puts people first, where individuals can shape their own experience and are empowered, safe and independent. Mozilla’s support platform is used by more than 1 million people a day and is powered by a hardworking community of volunteers and staff. Our global community is made up of individuals who believe in Mozilla’s mission and are inspired by helping others to get the most out of their favourite products.
Your role will be to deliver support to Mozilla customers. You will be building out support systems and processes for our paid and free services, working closely with our vendors and staff to deliver excellent and timely customer support.
You will help support and grow our relationship with our customers, leading the teams and communities that are answering questions on products, how-to’s and billing. You will own overall support delivery at Mozilla, including releases, reporting and operational tracking of support performance. You will also
Improving customer satisfaction and the success of our customers is what drives you daily.
You take a data-driven approach to how we can better support our users. You passionately pursue opportunities for improvement and implement betterments, collaborating closely with other customer facing groups and internal partners. You will serve as the voice of the customer, identifying and calling out common issues to our product and engineering teams.
You bring a wealth of industry knowledge in your field and the ability to adapt standard methodologies to the truly unique environment we have at Mozilla.
You have kindness, grit and great people skills, and are enthusiastic about the idea of joining a fast-paced, often remote, work environment where you can develop your skills. You are passionate about the customer experience and driving exceptional customer satisfaction results and you recognize that the only way to do that is continuous quality improvement. You will lead the customer relationship and resolve complex problems for users quickly and with the highest quality.
Duties and responsibilities
Lead (remote) Customer Support with an emphasis on creating processes, reporting and tracking on quality of support and training a customer support team for new products.
Run and deliver best-in-class support for Mozilla for both paid and free products
Manage and execute support for ongoing releases as well as new product launches
Track, report and communicate on Support insights to product leads and operational critical metrics to partners.
Improve and optimise processes and reporting for analyzing and tracking user, product and systems issues.
Communicate quickly and effectively to follow up with our internal team and externally to users as needed
Collaborate cross-functionally with Product, Engineering, Marketing, and Operations
Outstanding organizational skills and ability to multitask to effectively prioritize and manage workflow and handle critical issues when necessary
Requirements
At least 7+ years experience in a technical customer support role (ideally for an internet product)
2+ years experience of managing a support team
Experience setting up reports, automations, etc. in a help desk software
Experience with managing Zendesk, HelpScout, or a similar system
You will require strong teamwork and communication skills, and the ability to thrive in a fast paced customer service oriented environment.
Excellent interpersonal skills and integrity while delivering the best customer service
Experience using analytics tools and data platforms
Familiarity with HTML, CSS, and jQuery is helpful, willingness to learn is key
About Mozilla
Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to make a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Long Game (US only)
Long Game is looking for a talented CS lead to join our team. This is a high-impact, high-ownership opportunity for someone wanting to solve a huge societal problem by joining our mission to help millennials live with less financial worry.
Long Game is a new type of financial app with an emphasis on user engagement and rewarding users for positive financial behaviors. The primary interaction on Long Game today is that users save in their Long Game savings account to play simple games of chance where the user can win cash (no money is at risk). Long Game is expanding quickly and is adding to the business team to support expansion efforts.
What you’ll do
Lead our Customer Success team and work alongside them to design and provide exceptional support to new and existing customers via email, chat, and phone.
Understand and help to implement and adhere to Long Game’s compliance policies and procedures
Implement processes, policies, and systems to scalably, repeatedly, and predictably ensure Customer and Team happiness
Report on Customer Success KPIs and improve performance in accordance with business objectives
Capture customer feedback, and participate in product issue resolutions and product enhancement efforts
Communicate regularly and work cross-functionally with our product team on support and product features and assist in design/implementation and QA
Evaluate, troubleshoot, replicate and document product bugs for further escalation to Engineering and our partner banks
Author knowledge base articles for product features and FAQ’s
Develop and document best practices for support process and product improvements
Be a team player and actively add to our company culture
What you’ll need
3+ years managing technical support professionals for a technical, consumer product
5+ years of experience in a customer service and/or technical support role for a fast growing tech company
Experience in financial services CS and knowledge of banking compliance is preferred
Consistent track record of achieving high levels of Customer satisfaction and aligning outcomes to customer and company goals
Experience leading remote teams
Excellent software capabilities including zendesk, google apps, cloud based business applications, etc
Experience with budgeting, prioritization, project management
Analytical problem solving abilities
A can-do and self-motivated attitude that lets you see what needs to be done and take action without constant direction
Excellent writing and communication skills
A serious view on confidentiality, compliance, and consumer data practices
A desire to build a career in CS
Be a team player and actively add to our company culture
Personal alignment with Long Game’s mission
Competitive salary and early-stage equity. To apply, please email [email protected] and include your CV and a link to your website. Feel free to include any additional details in the body of your email.
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Selfdecode (US timezones)
Job Type and Pay:
We are looking for a talented Customer Service Representative. Pay will be in accordance with abilities and experience.
Full-time only
Position is remote
No agencies
Must work a minimum of 4 hours within PST time zone between 9AM to 8PM PST
Required Duties & Skills:
Act as our customers’ primary point of contact through email and live chat interactions
Devise creative solutions and offer clear guidance to our customers
Think creatively about ways to improve and strengthen SelfDecode’s relationship with customers
Assist customers in managing their subscriptions
Recognize customers’ needs and present solutions that include upselling SelfDecode’s products and services
Develop rapport with our customers in all interactions; offer solutions – not excuses
Expert in delivering effective solutions
Engaging and personable; capable of bringing out the positive in any situation
A strong written and verbal communicator
Positive and team-oriented
Plusses:
You are a health enthusiast
Experience in sales/upselling products
Science background
About Us:
We are a fast-growing and leading company in the personalized health space. We build software to help interpret peoples’ genetics, lab tests and symptoms in order to give personalized health recommendations.
Our primary goal is to give people the tools they need to live a healthier and better life
We are a flat organization and prioritize efficiency
We work as a team and every input and suggestion is taken into account, no matter who it comes from
We thrive on open communication and dedication
We are a meritocracy and people who show good abilities can move up in the organization fast.
Our three companies:
Selfhacked.com - With over 1.5 million visitors per month, SelfHacked is the best source of scientific information on supplements and health topics with integrity, no agenda or ideology. We strive for completeness and accuracy, and we work to make it accessible for everyone. The SelfHacked team includes 4 PhDs, 1 PharmD, 2 PhD students, 2 MS in biology, and a few biochemistry graduates.
SelfDecode.com - We analyze people's DNA (over 15,000 users so far) and symptoms and give them health recommendations based on their DNA that are simple and easy to understand using our custom-built algorithms.
LabTestAnalyzer.com - Provides high-quality, science-backed information and lifestyle, diet, and supplement recommendations based on lab test results.
We are very selective in our process because we look for a very long-term, full time partnership with our employees.
We try to keep the process as short as possible, so that we don't waste anyone's time. We've designed our tests and procedures so that if someone doesn't score above a certain threshold for a given segment, they are booted from the application process early. Most people will not spend more than 10 min of their time on our process. People who do well keep progressing and ultimately get hired and love working for our company!If this is the type of company you want to be a part of, apply now!
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BEE (US only)
BEE (https://beefree.io) - a business unit of MailUp Group - provides best-in-class tools for designing emails and landing pages, online at beefree.io and embeddedable in SaaS applications. We are looking for a Customer Success Manager to join our North-American team.
We define Customer Success as the activities that the Sales Team performs to retain customers and grow their use of our products, improving a customer’s lifetime value as a result.
Your impact
As a Customer Success Manager, reporting directly to the Director of Sales of the business unit, your role will be focused on our embeddable editor (BEE Plugin), which is used by over 600 SaaS companies around the world, from startups to large enterprises (e.g. BlueShift, CareerBuilder, Cheetah Digital, CleverTap, Customer.io, Iterable, Smashfly, …).
Your core responsibilities will be to:
Proactively reach out to existing BEE Plugin customers to ensure that they are successfully using our products, to understand their changing needs, and to instruct them about how those needs may be addressed using current or upcoming features.
Ensure a high retention rate (the percentage of customers that renew their subscriptions as they are successfully using our products) as a result of those efforts.
Create awareness for new products or new product features, translating them into solutions to those customers’ specific problems. Help increase the Average Revenue Per Account (ARPA), as a result of these efforts.
Handle subscription plan upgrades, downgrades and/or subscription changes when adapting a customer’s existing subscription to our products to better meet their needs.
Escalate to the Support Team technical issues that you may find when contacting customers, and that those customers had not reported on their own.
Report to the Product Team customer needs that cannot be met by existing or upcoming features.
You will carry them out by:
Becoming an expert user of our embeddable editor so that you can effectively identify how the product can address our customers’ evolving needs.
Taking time to understand our customers, their business, and what solutions our products provided to specific problems they were having (i.e. why they adopted our products in the first place).
Investigating what other problems they are having that could be solved by our products, with a genuine interest in providing real solutions, not just selling an upgrade.
Evangelizing new products or new features, with a focus on explaining - in simple terms - how they can solve a specific problem, in specific use cases, for that specific customer you are communicating with.
Providing the Product & Support Teams with continuous feedback on unmet needs and opportunities for functional or UX improvements.
What we are looking for
Curiosity: you love a story, and are curious about finding the real story about how a certain customer is using our products, why, and what could be done to further provide solutions to their needs.
Problem solving: you have fantastic troubleshooting skills and truly enjoy finding the cause behind a specific problem, explaining it to others, and working with others to find a solution;
Content creation: we provide content creation tools that live in software applications to help people design emails, landing pages, and more. You enjoy building visual content, so you really appreciate the value that our tools provide.
Technical skills: you have a good, general understanding of how digital content is created online. Additional technical skills are a plus. Knowledge of the email space is an additional plus.
Reliability and organization: you enjoy getting things done, and people always look at you as a dependable team member when tasks are assigned.
Outstanding communication skills: you love interacting with both customers & team members, in writing or in person. You’ve given demos, presentations, held webinars, … you name it.
Soft sales skills: once you’ve identified a need, and you know that need can be satisfied with our products, you know how to make a customer see that, so they stay with us (retention) and upgrade to new plans or features when it makes sense for them to do so (expansion).
What it’s like working at BEE
When you join our company, you can expect:
Full time work in a fast growing, exciting project with worldwide recognition as a market-leader in our industry;
A dynamic team, geographically dispersed (Italy, USA), working with a startup mindset;
Yearly team retreat, often in Italy (in 2019 the BEE team retreat was here);
Many opportunities for professional development through your daily exposure to marketing-leading products, and also through access to online training resources (free, unlimited course subscription to Udemy) and offline events (attendance to conferences, etc.);
Competitive salary plus incentive-based compensation;
Health insurance benefits;
401K plan with employer matching;
Commuter benefits, and many other benefits..
Location & travel
Our office in Oakland, California or remote.
If you work remotely, we may ask you to join us in Oakland (or another location) for in-person sessions from time to time.
Some travel may be required to help at our booth when we sponsor a conference.
Some travel will be required for our yearly team retreat(s). Between travel and meeting time, the retreat typically requires about a week of your time. In 2019 we had one retreat in early June. In 2020 we may have two: one in the early summer and another (shorter) in the winter. We will provide ample notice so that you can plan for it.
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Aptible (North America)
We’re looking for a Data Protection Advisor to help our customers design, operate, and audit their information security management programs with Aptible.
This is a unique opportunity to be a high-impact, early member of the Aptible Team, and to lay the foundations for our Advisory Team of experts in security, privacy, and compliance. As Data Protection Advisor, you will engage directly with our customers—helping them make the most of Aptible Comply, and ultimately, build strong security and privacy cultures within their organizations.
About Aptible
Our Vision
We see a future where it’s easy to bring a great idea into the world using the internet, while respecting data security and privacy. The next generation of businesses will design security and privacy into their operating processes. If every business is going to be a software business, every business will need to be a security business.
We’re working to make information security a core competency of every startup. We envision a world in which startups have access to great information security, are empowered to focus on their businesses instead of on compliance, can scale faster and more efficiently, and are confident that they're creating quality products.
Our Values
Commitment to the Team
We're passionate about building a diverse team of talented people who accomplish great things together, regardless of where they are. We talk a lot about the science of high-performing teams and how to make Aptible the best environment to support that kind of team. If you love the mutual support and camaraderie of a strong team that wins together, we want to hear from you.
Commitment to Each Other
We commit to each other as individuals, one on one. We measure our commitments carefully and hold each other accountable, which means we’re able to deliver more for our colleagues and customers in the long run. We set only a few very clear, ambitious goals as a company each quarter, and talk about them constantly to reinforce focus. We make time to recognize, praise, and reward those who consistently deliver on their promises.
Commitment to The Mission
Startups are hard, and we expect challenges and missteps. We love winning, but most of all, we value getting back up and getting better at what we do. We are deeply motivated to build trust on the internet by empowering teams, and we respect grit and perseverance in furtherance of that mission.
Growth Over Perfection
We fail often and early, and learn from it. We talk about improving constantly. We praise those who give feedback early and often. We put effort into being good at giving feedback: When we give feedback, we make each other feel big, not small. This helps create an environment where we can take reasonable risks, which in turn helps us make decisions quickly and learn fast. We expect managers to delegate a lot, and acknowledge that delegation means sometimes letting someone make what you think is the wrong decision.
Teaching as Learning
We are a team of learners. We value and respect teaching as the best way to learn, and make time to share information openly. We set explicit goals around training, and devote resources to developing and improving our internal training. We praise those who share knowledge in public — by asking and answering questions in team chat, writing documentation, and writing for our customers.
Taking Responsibility Over Giving Responsibility
Identifying problems is a good start, but we love solving them more. We think and talk a lot about how we can improve, and work hard at it. We value and reward those who take initiative. We don't like meetings where we only talk about problems.
Asking Why
We ask “why?” a lot in order to understand root causes. Asking why helps us cultivate focus and make high-quality decisions quickly. We don't attribute mistakes to human error. We view them as a starting point for an inquiry, not the end.
Your Impact
You’ll establish relationships with CEOs, COOs, CTOs and other key customer stakeholders, making sure they feel supported as they onboard and get acquainted with Aptible.
You’ll serve as a teacher and advisor to our customers, explaining complicated concepts in accessible terms, making concrete recommendations and helping our customers make decisions, and developing an external knowledge base to educate and build our community.
You'll collaborate with our Customer Success Managers to guide customers throughout their time with Aptible and actively find ways to help them advance their goals.
You’ll serve as the voice of our customers, delivering subject matter insights and constructive feedback to our Product Team to inform the development of Gridiron.
Your Strengths
Security Standards & Data Privacy Expertise: You’re a subject matter expert with a track record of success in leading an internal audit program (ISO 27001, SOC 2, HITRUST), as well as an internal regulatory compliance program (HIPAA, GDPR). Bonus: You also have a CIPP/E or CISSP Certification.
Client Services Skills: You're committed to delivering service excellence in every client interaction. You have experience leading and developing work product for external clients.
Verbal and Written Communication Skills: You have experience explaining complicated concepts and drafting clear communications that demonstrate attention to detail. Experience communicating with Senior Leaders is helpful, but not required.
Project Management Skills: You have experience running several projects at once in a dynamic environment. You’re comfortable working collaboratively with internal and external clients, taking initiative to move projects forward and deliver results on time.
Problem Solving Skills: You have experience analyzing root causes and identifying creative solutions to complex business problems we may not have encountered before.
Legal Experience (Not Required): You're an attorney with experience in security, privacy, or compliance. You have a track record of success in helping clients understand broad regulations or requirements, and applying them to clients' specific situations.
Our Benefits
Work from Anywhere: Enjoy the flexibility of working from home, a local co-working space, or your favorite coffee shop.
Open Vacation Policy: We encourage you to take the time you need, when you need it — for any holiday or matter of personal importance.
Paid Parental Leave: We offer job-protected Paid Time Off — 12 Weeks, Fully Paid — for all parents to bond with a newly born, adopted, or fostered child.
Medical, Dental, and Vision Insurance: We offer comprehensive health care for employees, with 100% of premiums paid by Aptible.
Hardware & Software: We help you create your ideal office setup and provide any software you’ll need.
Company Travel: We come together in-person at least two to three times per year, in locations around the globe.
Our Commitment to Diversity and Inclusion
We prioritize diversity within our team and value different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply.
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Ockam (US only)
Ockam’s mission is to enable builders of the seamless connected future. We are builders who empower other builders to develop trustful IoT systems with our easy to use tools, methods, and protocols. We are building an open and thriving open source ecosystem to accrue ever increasing functionality for our users. Ockam is growing The Team to accelerate this mission. Read more about our Team ethos at https://www.ockam.io/posts/ockams-first-product-our-values
We are backed by a world class group of venture investors including Core Ventures, Future Ventures, Okta Ventures and others.
We are seeking a seasoned Sales or Solutions Engineer with customer focus and exposure to full stack IoT system architectures and solution design.
Responsibilities
Partner with customers to build solutions that integrate Ockam into existing customer deployments.
Collaborate with the engineering team to accelerate time to market for critical releases.
Articulate customer requirements / specifications and report gaps to Ockam’s product, engineering, and marketing teams.
Requirements
Extensive systems engineering experience with 7 to 20+ years of experience.
Experience working with customers and in account management.
Experience dissecting complex systems and in building product solutions into those systems.
Comfort writing production ready code and in switching between programming languages.
Experience with virtualized infrastructure and Infrastructure as a Service (IaaS) such as vSphere, OpenStack, Amazon Web Services, Google Compute Engine, or Microsoft Azure.
Remote candidates are encouraged to apply. Ockam is a distributed, remote-first structured team with a headquarters in San Francisco California.
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Qualio (US only)
What’s the opportunity?
We are currently looking for an amazingly talented person to join our team as a Customer Success Manager. Customer Success is at the heart of our company, and thanks to rapid expansion, we need to add more CS expertise to our roster!
As a CSM, you will own a portfolio of our top customers and manage every step of the customer lifecycle to ensure they get the highest value from their investment in Qualio. We view our CSMs as farmers who are comfortable establishing executive relationships, navigating difficult conversations, and ultimately ensuring mutual benefit, leading to commercial expansion.
What will I be doing?
You will be directly responsible for making our customers successful by acting as their internal champion and advocate, providing best practices, and functioning as their key point of contact across the organization.
You will work with our customers to uncover and understand their goals, align on business objectives, and be responsible for implementing account plans to achieve success. You will wear numerous hats daily and need to be able to thrive working outside your comfort zone.
Your day-to-day is a mix of proactive and reactive work. The proactive work includes running customer meetings, handling renewals, upsells, and some project management. The reactive will consist of support and general account management duties.
What will I be measured on?
Renewal Attainment;
Account Expansion;
and Customer Satisfaction (NPS).
As a Customer Success Manager, you will
Be the key contact and advocate for your assigned customer list;
Maintain a revenue base by managing account support, retention, and renewal;
Drive upgrade revenue from new product feature adoption and expanded usage;
Work as part of the CS Team to develop strategies for scale and growth;
Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base.
REQUIREMENTS
What skills do I need?
5+ years of Account Management or Customer Success background in a SaaS company;
Demonstrated experience as a trusted advisor to customers;
Experience in driving success within your assigned customer accounts;
Excellent objection handling and negotiation skills;
Clear and articulate communication skills;
Ability to command an audience and mastery of follow-up;
Exceptional organizational and time management skills;
A track record of consistently meeting and exceeding goals;
A firm grasp of how business works, including sales, consultative problem solving, and issue resolution skills;
The ability to thrive in a fast-paced environment.
We’d also like you to have:
Salesforce.com, Intercom, Excel, and CSM Platform experience;
Experience with managing multiple projects simultaneously;
Bonus if you have experience in healthcare or life sciences.
...And be aligned to our values:
Freedom & Ownership. Thrives on being trusted, on freedom, and on being able to make a difference. Seeks accountability and responsibility.
Respect & Integrity. Earns trust and maintains confidences. Does what is right, not just what is politically expedient. Speaks plainly and truthfully.
Adaptability. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
Impact. Lives up to verbal and written commitments, regardless of personal cost. Goes above and beyond to push themselves and the company forward.
Humility. Know that they can do more and hustle harder. Acknowledge strengths and accomplishments but welcome constant learning and improvement.
Curiosity. Quick learners, open to new ideas and can integrate them into their professional and personal lives quickly. Takes pride in learning and sharpening skills.
Selflessness. You seek what is best for the company, rather than what is best for yourself or your group.
BENEFITS
In addition to playing an important role in building Qualio, you'll receive:
Competitive salary;
Health benefits;
Generous PTO policy;
And make a real difference through helping life-saving products to get to market.
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Blockchain (US only)
Blockchain is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.
This is an opportunity to join our global User Operations Support team and ensure the best user experience possible. Reporting to the User Operations Lead, you are on the front line engaging with our high value clients across Blockchain’s portfolio of products.
This position can be virtual on the West Coast of the United States or in our San Francisco office. The working hours for this position are from 3:00pm PT - 11:00pm PT.
WHAT YOU WILL DO:
Resolve incoming requests via clients' preferred communications channels (voice, email, chat, messaging apps).
Act as a bridge between our user operations, product, compliance, and engineering teams on product issues and escalations.
Take ownership of clients’ requests and provide fast and professional resolution to ensure an outstanding client experience.
Report internally on client issues, feedback etc. to help improve our procedures and products.
Support community and marketing efforts in the blockchain technology scene.
WHAT YOU WILL NEED:
The foremost quality for this position or any position at Blockchain is integrity.
Customer service experience
Passion for creating a positive user experience that is highly responsive, professional and qualitative.
Must be able to work in a fast-paced, diverse work environment with great follow through on tasks.
Ability to work on weekends and evenings on a rotating basis.
Knowledge of cryptocurrencies, international payments & trading platforms.
Fluent English. Other business functional languages are advantageous.
APPLICATION:
Favorite GIF.
LinkedIn profile.
Link to personal website and/or blog (if applicable).
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Awesome Motive
As a Customer Onboarding Specialist at Awesome Motive / OptinMonster, you’re responsible for driving customer engagement and reducing churn by proactively championing the customer throughout their initial product onboarding experience. You’ll be reaching out to new customers, learning about their needs, creating campaigns to set them up for success and following up to ensure a delightful experience. If you have a happy, can-do attitude and love helping people succeed, we would like to meet you.
To love this role, here’s the type of person you are:
You are willing to get in the trenches with customers to help them succeed.
You’re a self-starter who loves taking initiative and seeing things through to completion.
You’re an excellent communicator who makes sure nothing slips through the cracks.
You have the curiosity and desire to learn and grow your skills.
You’re passionate about people finding ongoing value from their investments.
You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.
Here are some skills that will come handy:
You have a knack for understanding where a customer is in their journey and can partner with them to get to the next level of success.
Familiar with email marketing basics, and comfortable communicating via digital media platforms such as Intercom, Facebook, Twitter, blog comments, etc.
Ability to get a full picture of a customer profile and make proper recommendations to get the most out of the product.
Pleasant and happy tone when speaking with customers on the phone.
Exceptional verbal and written communication, negotiation and persuasion skills.
Ability to recognize at-risk customers and be able to communicate effectively to reduce both voluntary and involuntary churn.
The ability to juggle multiple projects and timelines.
Extremely organized and able to manage time effectively.
Excel in a team environment and able to communicate clearly with your peers.
Responsibilities:
Proactively help to onboard new customers and ensure successful deployment of our products on their websites.
Create campaigns for customers that align with their business goals and ensure success from the start.
Use Intercom, Facebook, emails, customer calls and other technologies to communicate with customers to understand their business goals and ensure that they derive maximum value from their investment in our products.
Identify product improvements that will help the customer succeed or make the product more simple to use.
Recommend improvements to company processes to improve customer success and retention and reduce churn.
Proactively perform outreach to resolve at-risk customer escalations.
Work cross-functionally and collaboratively to advocate for customers with all inter-company teams.
Identify, collect, record and distribute customer success stories to be used in our marketing materials.
What we offer:
Working for a fully remote, fast-growing bootstrapped company is a rare opportunity, one we consider a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them. Here’s what we offer.
Competitive Salary.
Health Insurance benefits for full-time U.S. employees.
Flexible Schedule – Work from your home. We’re spread out all over the world – United States, UK, Czech Republic, Greece, Pakistan, and more.
We encourage employees to take the time they need for vacation, to stay healthy, and to spend time with friends and family.
After one year with the company: 30 calendar days paid maternity/paternity leave, and up to 60 calendar days total time off with position guaranteed.
We happily provide or reimburse software you’ll need as well as opportunities that promote continued learning.
We give you the opportunity to solve challenging and meaningful problems that makes a difference.
Custom Branded laptop at your five year anniversary.
We cover all costs of company travel (including our annual all-company retreat and mini-team meetups).
Ability to work with some of the best people in the business through frequent, if not daily, interactions.
And in case you were wondering: no politics, no b.s., and no jerks.
How to apply?
If all of this sounds interesting, then please submit your application. Tell us about yourself, what you can contribute to the team, and attach a resume.
We won’t be able to individually respond to all applications, but if we feel you’re a strong match, someone will be in touch within 72 hours.
Thanks and we look forward to hearing from you!
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vidIQ (US timezones)
vidIQ helps YouTube creators and brands get more views and save time! With over 850k active weekly users, we are the #1 Chrome Extension for YouTube creators. Customers include Red Bull, Buzzfeed, PBS, TMZ, BBC and thousands of the largest YouTube creators. We’re backed by top Silicon Valley investors including Scott Banister and Mark Cuban. vidIQ is profitable, fully remote, with a team of over 25 employees and growing.
You will troubleshoot for YouTube creators and brands with the most popular YouTube Chrome Extension. We handle everything from billing issues and password resets, to QA testing and bug reports. Our multilingual CS department also helps to translate a good portion of not just our help documents and marketing materials, but the app itself!
vidIQ is searching for experienced candidates who want to join our remote Customer Support team. These employees can be located anywhere in the world where you get great internet access, but will need to be able to work a set schedule (please specify in the application questions which schedule you're applying for):
Available shifts:
1.Evenings - Monday through Friday from 3pm to 11pm Pacific OR
2.Weekends - Saturday through Wednesday from 9am to 5pm Pacific
Requirements
The minimum requirements to be considered for a Customer Experience role at vidIQ:
Native English fluency, written, spoken and listening skills
Available up to 8 hours a day, 5 days a week for a listed shift
Required to have access to broadband internet with reliable connection
Required to have a Windows, Mac or Linux computer and be comfortable troubleshooting your own system
Required to have an iPhone or Android mobile phone for troubleshooting our soon-to-be-released mobile app
Previous Customer Service experience with a remote tech/SaaS company
Demonstrative experience being self-directed and autonomous
Is naturally empathetic and gets a kick out of solving others’ issues
These additional skills are the ones that will catch our eye!
1. Additional language fluency, written, spoken and listening, in Russian or German
2. You are a YouTube creator- What’s your channel?
3. You know your way around Intercom customer messaging platform
Other things to know about vidIQ
We are a small, remote team in different time zones and communicate with a variety of tools through the day. You should feel comfortable in this situation.
We want to be the best platform for video creators. Everything we do is to build trust with our users and help them improve at their craft.
We expect team members to be very independent and capable of handling their responsibilities professionally and timely.
This is a full-time role and we are not open to short-term contracts.
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About Later
Founded as the first-to-market Instagram scheduler in 2014, Later (formerly Latergramme) has grown from a simple Instagram tool to the #1 visual marketing platform for Instagram, Facebook, Twitter, and Pinterest. Now with over 2 million users globally, Later is a member of the Instagram Partner Program and a Pinterest Marketing Partner.
We believe that social media has become a visual experience, and we’ve designed our platform to help you visually plan and schedule your photo and video content.
Later helps streamline your social media strategy so you can set yourself up for more sales and success. Our features focus on visual scheduling, media management, marketing and analytics. Here at Later, our goal is to simplify Instagram marketing and make it accessible for all businesses.
What we are looking for:
We are looking for an experienced Director of Customer Experience to drive the strategic direction and execution of our Customer Support and Success function at Later. You will bring a depth of knowledge in customer experience and leadership to grow a world-class remote customer experience team. At Later, our customers are everything to us and the experience they receive is one of our top priorities. We want someone that has created meaningful results through leading a customer focused team.
Your goals will be to:
scale the customer support team while keeping it efficient
educate our customer base to effectively use our products and features
work closely with the marketing, product and engineering teams to ensure our customers have a voice and Later teams receive the appropriate feedback to make sure we’re making strategic decisions driven by our customers' needs.
The Later HQ is located in Vancouver, Canada but you’ll be joining a remote and global customer team of 12. We’re looking for someone that’s autonomous, comfortable leading a team around the world, around the clock, excellent at team communication and great at systems and processes that scale.
Responsibilities
Own the strategy, execution, and the results of our customer retention with the primary goals of extending and retaining our customer base
Develop retention strategies and programs including customer onboarding, customer and product education
Work in partnership with the key stakeholders including the Marketing, Product, Engineering and other internal teams to improve the customer experience, retention and customer satisfaction.
Analyze all aspects of our retention and revenue generating activities to determine and identify areas of improvement
Define strategic plans for both the customer happiness team as well as the customer success teams along with planning and prioritization systems
Design and optimize the customer journey in partnership with Marketing
Recruit, develop and lead a team of experts in Customer Onboarding, Product Education, User Research, Customer Support, Technical Writing, and Self-Help
Build out a self-help driven support team that can efficiently handle an ever growing and engaged customer base in the order of ~100k
Develop, implement and improve on training and support processes to ensure our support team knows how to best help our customers with efficient responses times and high levels of customer satisfaction as we scale our customer support
Take a qualitative and quantitative approach of providing customer product feedback on an ongoing basis to ensure the product team has the right information to ensure we are improving our product based on our customers' voice.
Qualifications:
6+ years of building and optimizing retention, support and customer experience driven initiatives.
3+ years leading a big and growing diverse team where you were directly responsible for hiring, managing, and coaching
Proven success in driving retention in a SMB SaaS model
Analytical and ROI focused with the ability to manipulate data, build reports, and craft analyses to generate insights & recommendations.
Solid understanding and hands-on experience with product onboarding, customer support, product education, and user research.
Adept at working effectively in a fast-paced environment, independently and collaboratively as a team member.
Excellent verbal and written communication skills with the ability to clearly present ideas, updates, and results to business partners on various levels
Creative, innovative and motivated to design & build things where they do not already exist.
Growth mindset with an avid desire to continually learn and expand skill set.
Bachelor’s degree (or higher) Or equivalent practical experience.
How to apply:
If you think you might be a great fit with our team please send us your resume and a brief cover letter, we’d love to hear from you.
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Loom (US timezones)
About Loom
Loom is a new kind of work communication tool, already helping over a million people get their message across through instantly shareable videos. Our users work at companies like HubSpot, Square, Uber, GrubHub and LinkedIn. Our mission is to be the global leader in human workplace communication. Founded in 2016, Loom has raised $15 million from top-tier investors including Kleiner Perkins, General Catalyst and Slack Fund.
The Role
As a Technical Support Engineer, you will be a key part of Loom's support experience at scale and provide timely and effective resolution to customer issues by applying your technical and troubleshooting skills.
We are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!
As a Technical Support Engineer, you will…
Help customers through email to ensure they are successful with our product
Leverage effective troubleshooting to quickly identify the source of customer issues and provide a prompt and appropriate solution
Troubleshoot, investigate, and create detailed bug reports for our Engineering team
Jump on ad-hoc calls with customers to troubleshoot issues
Identify bugs, test, report, and work with our Engineering team to assist with a fix
Actively collect insights from customers and focus on closing the communication loop by providing product feedback to the team
Provide timely updates to the Support and Engineering Managers regarding new trends in issues
Develop and document best practices to enhance SL2 troubleshooting processes
Create technical documentation such as FAQs, guides, knowledge-base articles and how-to’s for Loom customers
Help the Engineering team develop tools to help our Support team work quickly and efficiently
Dive into the codebase and gain domain knowledge of different parts of Loom
Make efficient changes to the codebase to solve small and quick tasks/issues
You could be a good fit if you have...
Previous experience delivering excellent support interactions with respect, empathy and understanding
A minimum of 4+ years of Technical Support and Customer Support experience
Gained experience/proficiency in SaaS solutions and electron apps (CSS, JavaScript, HTML) or have earned a degree in a technical field like computer science
Ability to troubleshoot and resolve technical problems without assistance from the Engineering team
The ability to handle high volume of support conversations
Excellent written and spoken English
Are available to work in the Central or Pacific US Time Zones and on a full-time schedule that may span weekends and may include holidays as our customers need us
A bonus if you have experience with...
Installation, configuration, and troubleshooting of Windows and Mac applications
Troubleshooting protocols like HTTP, HTTPS, WebSockets, DNS
Understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues
Any of these certifications: Cisco CCNA, Microsoft Certified Solutions Expert (MCSE), Apple Certified System Administrator, CompTIAA+, CompTIA Network+
Perks at Loom
Competitive compensation and equity package
401k for US employees
Medical, dental, and vision coverage (US-based team), healthcare reimbursement (non-US based team)
Unlimited PTO
Remote-first team
Paid parental leave
Yearly off-site retreats (this year we went to Costa Rica for a week!)
Learning & Development reimbursement
Wellness reimbursement
SF office perks
Remote weeks every other month
Daily in-office lunch, unlimited snacks & drinks
Remote-specific perks
Home office & technology stipends
New Hire Onboarding in SF
Loom is an equal opportunity employer.
We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.
We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.
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Ergeon (US timezones)
A Bit about Us
Unlike most other products and services, hiring a contractor for a home improvement project is very far from a 1-click experience today. Ergeon aims to empower skilled local contractors with human and technology-powered services to make home improvement easy. We take a full-stack approach to create a seamless experience for homeowners, and leverage technology to scale the front & back offices of contractors.
Ergeon was founded by two serial entrepreneurs and has been growing extremely fast. We assembled a world class team and have raised significant funding from top-tier investors. We are looking for top talent — join us in disrupting the $200B+ home improvement market!
Overview of the Role
As a Customer Service Agent, you will be the voice of Ergeon to all inbound communications coming from leads or customers. You will support Ergeon’s growth by ensuring that all communications are routed to the correct team that should handle the request through a high-touch, customer-first oriented experience. You will mainly interact with Sales, Project Management, or Customer Escalations. By being one of the key players in ensuring timely communications, or sharing Ergeon’s value proposition, you will be focused on listening and creating the best customer experience above all else.
Responsibilities
As a Customer Service Agent at Ergeon a typical day will include the following:
Answer inbound communications from customers and leads
Communicating with leads via inbound calls, emails, and text messages (we use Front for emailing and texting)
Providing with return calls with requested information or updates to leads.
Routing live calls to the correct team depending on the requested interaction; be that with Sales, Project Management, or Customer Escalations.
Desired Skills and Experience
Must have:
Strong communication and customer rapport building skills
Ability to master high-level information for our products and concepts quickly
Attention to detail, organization and prioritization skillset
2+ year(s) experience in Customer Service
English fluency
Available for flexible schedule, with possible weekends, working 40 hours per week between 8am and 8pm PST
Nice to have:
Customer Service experience in general labor or in the construction industry
Experience using CRM tools like Pipedrive, Talkdesk, or Front
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Prezly
Job description
Prezly is growing! We are hiring a Customer Success Manager to help organise our customer initiatives make our clients successful. That means actively working with them to make sure they're getting the most out of our software and organising the team to scale that process.
Prezly aims to be the go-to software solution for PR and communications professionals, giving them the power to manage their contacts, publish news, and pitch stories all from one place. We have strong opinions on why people should care, but we need help driving the right audience to our website. This role will amplify your career. From taking on new challenges to following the lead of incredible mentors, we promise you will grow, learn, and make a difference to our business – and the industry.
You will need to be able to work independently and remote. That being said we already have a functioning remote team in place and the right tools to make you an essential part of it.
Requirements
You’re good at:
Running the team, making the right decision to reach your OKR (Objectives & Key Results)
Working closely with the product team on customer feedback and feature roll-out
Inspiring customers on getting the most out of the solution
Handling upsells and renewals
Onboarding and training new clients
Working out strategies for making customers more successful
Extra awesome:
You love inspiring others with enthusiasm
You have a “never say never” attitude
You have experience working at a SaaS company
What you’ll need
At least 5 years’ experience in similar roles
You know the ins and outs of enterprise SaaS companies
A strategic mindset for understanding customer needs
Attention to detail, excellent organisational skills, and good time-management skills
Ability to meet deadlines and self-manage your workload
Excellent communication skills with high energy and a positive attitude
Why join us
Competitive salary
Great tools: At Prezly you’ll get to choose your own gear and tools.
Flexible hours: There’s a life outside of work. That’s why our distributed team works from where they want when they want. And they get tons of work done.
Unlimited vacation time: We evaluate on value, not on time spent behind desks. Employees can take as many holidays as they need. This way they bring their A-game to the job.
Visits to Leuven: A few times per year the entire team gets together in the office in Leuven, the world’s capital of beer. We’ll fly you in so you can have fun with the team.
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GitLab (North America)
GitLab is a hyper growth company searching for people who are intelligent, aggressive and agile with strong skills in technology, sales, business, communication and leadership. Desire to lead through change is a must.
The Manager of Customer Experience is a management position on the front-lines working with the Technical Account Managers and the Professional Service Engineers helping evolve and grow our large and strategic customers. This is a player/coach role where the individual is expected to be experienced in and have advanced insight to the GitLab platform. The individual will contribute to territory and account strategy as well as driving the execution directly and indirectly. The individual will need to be very comfortable giving and receiving positive and constructive feedback, as well as adapting to environmental change and retrospecting on successes and failures. The Manager of Customer Experience will work together with the other managers within the Customer Success organization to help execute on strategies and vision with the Director.
You will have the opportunity to help shape and execute a strategy to help the Technical Account Managers and Professional Service Engineers build mindshare and broad use of the GitLab platform within enterprise customers. Coaching your team members to becoming the trusted advisors to their customers in a post sale situation. The ideal candidate must be self-motivated with a proven track record in software/technology sales or consulting. The ability to connect technology with measurable business value is critical to a solutions architect. You should also have a demonstrated ability to think strategically about business, products, and technical challenges. You will also be responsible in helping grow and maintain our enterprise-level customers.
Responsibilities
Work with the Customer Success Director to help establish and manage goals and responsibilities for Technical Account Managers and Professional Service Engineers
Assist in development of thought leadership, event-specific and customer-facing presentations
Share hands-on technical preparation and presentation work for key accounts
Ensure the TAMs/PSEs exceeds corporate expectations in core knowledge, communication and execution
Define and maintain a high bar for team member expectations and enable the team to achieve it
Challenge the team and yourself to continually learn and grow as trusted advisors to clients
Monitor performance of team members and provide timely feedback and development assistance
Create, review, and approve formal statements of work, change requests, and proposals
Prepare weekly revenue forecast worksheet and create action plans to address issues
Develop senior-level relationships with customers
Manage resource assignments and staffing levels, including recruitment as needed
Identify and implement improvements to the processes and tools used as a seasoned with experience leading teams of project managers and consultants in support of external customers.
Work together with our Sales organization and Implementation Engineers to propose, scope, and price Professional Services Statements of Work
Work together with Professional Service Engineers and Implementation Engineers to plan and execute internal projects, ensure that teams have appropriate training and manage resources to deliver Customer Success offerings
Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development
Ensure delivery model is focused on quality, cost effective delivery of services and customer success outcomes
Remain knowledgeable and up-to-date on GitLab releases
Document services provided to customers, including new code, techniques and processes, in such a way as to make such services more efficient in the future and to add to the GitLab community. Works with the Product Engineering and Support teams, to contribute documentation for GitLab
Help build programs that the TAMs will execute to effectively grow our enterprise customers
Ensure your team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals, surveys and NPS
Partner with Technical Support leadership to ensure a seamless customer handoff of escalated technical issues
Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
Drive team to exceed company growth and retention forecasts. Oversee initiatives set forth in Quarterly Goals
Manage a team of highly motivated, customer-focused technical account managers to manage the overall health and care of accounts (e.g. onboarding customers, product/service adoption by user, monitoring engagement across the post-sale lifecycle), and develop compensation plans and career paths appropriate to specific functions within the team
Requirements
7+ years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
Prior experience in customer success or equivalent history of increasing satisfaction, adoption, and retention
Familiarity working with clients of all sizes, especially large enterprise organizations
Exceptional verbal, written, organizational, presentation, and communications skills
Detailed oriented and analytical
Strong team player but self starter
Strong technical, analytical, and problem solving skills
Experience with Ruby on Rails applications and Git
Deep knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, ChatOps, and cloud native
Above average knowledge of Unix and Unix based operating systems
Installation and operation of Linux operating systems and hardware investigation/manipulation commands
BASH/Shell scripting including systems and init.d startup scripts
Package management (RPM, etc. to add/remove/list packages)
Understanding of system log files/logging infrastructure
B.Sc. in Computer Science or equivalent experience
Programming/scripting experience & skill is required (Bash & Ruby)
Project management experience & skills
SCM admin and/or PS experience would be a plus
Set up HA/DR, working with Containers and Schedulers (Kubernetes preferred) and also experience with AWS stack (EC2, ECS, RDS, ElastiCache)
Experienced in and have advanced insight into the GitLab platform
Experienced in giving and receiving positive and constructive feedback
Able to adapt to environmental change and retrospecting on successes and failures
Previous leadership experience is a plus
Experienced in collaborating with other managers and executing strategies
Proven track record in software/technology sales or consulting
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Files (US only)
Location: Work From Your Home for our All-Remote Company (USA only)
Do you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?
If so, we’d like you to learn about Files.com!
At Files.com, we believe that providing great customer support is a matter of integrity.
We won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.
We invest heavily in our Customer Success team with the goal of being overstaffed so that our customers interact with a live person and get a timely resolution.
About Files.com
Files.com is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.
Our company consists of 20 (and growing to 30 by the end of 2019) USA-based remote employees who work from home.
Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.
We’re Bootstrapped, Profitable, and Growing
Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.
We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.
We Are A Remote Company
You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.
You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.
Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City
We think that these in-person meetings are vital to the success of a remote team.
About the Role
Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.
Daily responsibilities in pursuit of this goal include providing technical support and generating written content.
You will will help triage customer reported issues and respond to them via phone, email, and chat.
In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.
You can further specialize in things like technical documentation, internationalization, and knowledge base once hired into this role.
Minimum Qualifications:
5+ years of Customer Support / Service experience for a SaaS or technical business services company.
Ability to communicate technical information in a simplified, easy to understand manner.
Excellent written and verbal communication skills.
Top-notch customer demeanor.
Preferred Qualifications:
8+ years of Customer Support / Service experience.
Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.
Experience working on a remote team.
Our Core Beliefs
Here are just some of our Core Beliefs:
We believe that allowing and supporting 100% remote work gives us access to great people we wouldn’t otherwise be able to hire. We tend to hire folks who are later in their careers, which means they usually have their family established somewhere. By offering remote work, we can hire the best people, no matter where they’re located.
We believe that the best way we can acquire top talent is by being an amazing place to work. Work from home, travel with the team, and surround yourself with top tier people at Files.com. Read about everything we’ve done to make working at Files.com great.
We believe in building products that we actually use ourselves. We are our own toughest critics and we put all of our products through their paces every day.
Salary, Pay, and Benefits
Files.com offers industry-leading salaries based on experience combined with unparalleled flexibility and other benefits to secure top talent.
You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. Go have fun. Don’t work all the time.
We will provide you a $2,500 signing bonus to purchase a new computer, desk, or anything else that would help build or refresh your home office.
We’ll update your salary annually based on your performance, as reviewed by your peers.
We fully pay base plan health insurance premiums (exact plan details depend on your state of residence), and we’ll pick up the tab for 75% of your spouse or dependents if they wish to join your chosen plan. We want your family to be healthy.
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BlackBird (US timezones)
This role is remote. Ability to work East Coast business hours and weekends on a shift schedule required.
Customer Support is the key to BlackBird’s success, and we are looking to expand our team of CS Specialists.
We’re looking for highly motivated individuals with a passion for travel to take customer support to the next level. You will be responsible for providing the ultimate customer experience to our guests in the booking process and beyond.
You believe in helping customers as quickly and efficiently as possible with a smile on your face and in your voice! Your written communication is flawless, grammar is your strong suit and interacting creatively with others is your preferred work environment. Your attention to detail is impeccable, ensuring timely and accurate completion of needed travel arrangements. Challenges don’t set you back, but instead are welcomed with excitement and enthusiasm to expand your ever-evolving knowledge of the travel industry.
Our perfect team member is a detail-oriented, self-motivated, multitasking, team player who is interested in becoming an integral part of a fast-growing startup that’s disrupting the travel industry.
This role will be reporting to the Head of Customer Support.
Key Responsibilities:
Assisting customers with adjusting, removing and editing existing travel reservations
Maintaining customer’s travel itineraries and confirming upcoming reservations
Helping app users with any questions or concerns they might have through live chat
Maintaining excellent communication between customers, charter partners, and internal team members
Understanding the app booking process and foreseeing and preventing possible confusion points before they occur
Sharing customer feedback across the organization for continual enhancement of the BlackBird platform
Qualifications and Characteristics:
2+ years working in the customer support industry
Proficiency in Google Sheets, Excel, and email
The ability to work under pressure and effectively multi-task
Availability to work on Saturdays and Sundays
This role is remote. Ability to work East Coast business hours and weekends on a shift schedule required. Your direct employer will be a third party and you will be on assignment at BlackBird.
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OhmConnect
OhmConnect is building a smart energy network to enable each home to unlock value from the grid. Creating meaningful efficiency out of each home, OhmConnect pays users to smooth their electricity usage to help balance the grid. We are seeking a mission-driven, growth-oriented Director of Customer Experience to help us grow and engage our community of energy savers, improve the value for each customer, and enable a clean energy economy.
Role Summary
Do you want to help speed up our transition to clean energy? OhmConnect is looking for a leader with a strong work ethic, and intense drive to make the world a better place, tackle challenging problems, and engage our community of customers.
As the Director of Customer Experience, you will take the lead on conceiving and implementing OhmConnect’s strategies that user engagement and lifetime value. The ideal candidate will have deep knowledge of how to build deep customer relationships, and increase value to customers over time.
Key responsibilities include:
Strategy: You will design and develop OhmConnect’s customer experience, with a focus on sustainable customer growth and long-term engagement. - - - - Direct and lead all aspects of OhmConnect’s customer experience strategy and programs.
Metrics: Define clear metrics framing customer experience and service success, ranging from onboarding, outbound communication, retention, and lifecycle management.
Execution: You will be the point person to drive customer success. This will involve internal communications and cross-departmental networking to ensure that internal stakeholders understand objectives and requirements. Build and maintain CX system to resolve customer requests in a timely and orderly fashion. Manage inbound customer communications across all customer communication channels, including Intercom, community board, and ad hoc channels.
CX Expert: Act as a trusted point of contact for customers by demonstrating a deep understanding of CX. Identify and coordinate the development of new resources and capabilities across internal teams to achieve Customer Experience goals. Build repeatable playbooks and scripts to enable customer success. Drive NPS and CSAT scoring across key customer touch points.
Enthusiasm for OhmConnect’s culture: Be a passionate participant and evangelist for our customers. Choose to have a positive impact in everything we do. Practice radical candor through direct and open collaboration. Be a self starter and strive to be a constant contributor. Always push to disrupt by using an adventurous mind.
Team Leader: Interpret and translate strategic roadmaps into actionable plans for customer experience team. Mentor and coach customer experience team by fostering an environment of professional development, growth, and empowerment.
Required qualifications:
10+ years of customer experience success. Deep understanding of CX best practices, landscape, operations, and partners. Ability to manage outsourced vendors, operations, and process improvement.
Strong analytical skills, and demonstrated ability to turn detailed data analysis into useful strategic insight in order to drive customer enrollment and adoption and make appropriate recommendations to the business.
Results oriented with strong execution, communication, and relationship management skills. Willingness to roll up sleeves and work independently to achieve goals.
Experience building inbound customer support team, as well as outbound inside sales team. High comfort for navigating an undefined category and customer requirement landscape. Strong experience and proven track record of managing large inbound volume volatility.
High intellectual horsepower, articulate and insightful. Excellent communication skills.
Ability to operate in an entrepreneurial environment, to thrive at an extremely fast pace and to find creative ways to get things done.
Bachelor’s Degree.
Desired qualifications:
Knowledge of the energy space.
Experience working in smart home or IoT category.
Familiarity with working in a high-growth, technology company.
Why OhmConnect?
The world has finite resources and our environmental footprint has accelerating towards the point of no return. OhmConnect is the first service that pays you to save energy. When environmentally damaging power plants are about to turn on, our users save energy. Independent energy markets and utilities prefer to pay OhmConnect users to save energy, since it’s cleaner, cheaper, and faster than turning on another power plant. It pays to save.
Other Information
OhmConnect is a remote company and employees can live anywhere within a 1-business day trip from our headquarters in San Francisco. You will build a team pod structure for the customer support team, with a foundation of telephony and inbound/outbound team best practices within our remote workforce culture.
Outstanding benefits package, stock options, and salary commensurate with experience.
Equal Opportunity Employer who is committed to supporting equality and diversity in our office.
Value a good work-life balance. Other company perks include unlimited vacation, parental (both maternal and paternal) leave benefits.
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Truly (US only)
About Us:
We’re a five year-old, rapidly growing, and profitable startup that helps revenue organizations learn from every conversation. We do this by delivering an industry-leading voice platform for sales teams to track, analyze, and coach on their customer conversations. We pride ourselves in doing things the right way and being customer-first. But don’t take our word for it (we believe in showing vs. telling):
140% net revenue retention YOY and 99%+ logo retention
Multiple customers ranging from five to six figures in ACV
Multiple customers in their second or 3rd year of renewal
Rated #1 for customer satisfaction on G2Crowd
As a Senior Support Engineer, you’ll work with every part of the organization (Customer Success, Product, Engineering) to ensure that customer issues are well defined and understood. At the same time, you’ll work with our customers to find creative solutions to issues that may have varying levels of impact on their business.
What you'll do:
Be the go-to product/architecture expert for the Customer Success organization
Troubleshoot escalated support issues leveraging a variety of systems, logs and tools
Identify, reproduce, and escalate bugs to the engineering team and come up with mitigation strategies to minimize customer impact
Partner with our Account Executives by removing technical and business related obstacles pre and post sale
Engage customers virtually (Intercom, Phone, Email, Web Meeting) and on-site as required.
Build tools and documentation to improve redundancy and scalability on the support team
Monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, internal team feedback, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member experience possible.
Play an essential role in product launches and sunsets including leading and managing global bug bash sessions, ensuring readiness from a product quality perspective and providing supporting technical services.
Aggregate and analyze member bugs/issues using internal tools, path analysis reports, and the available data, to drive fixes for key product issues.
Responsible for prioritization of client and technical issues based on volume, members impacted, revenue impact, and other relevant factors.
Coordinate with internal teams on necessary technical trainings surrounding production launches or general up-leveling.
Deal with the most complex issues not resolved through other support channels which are escalated
Author application training materials.
Work directly with Sales and Operations teams in answering questions best practices and technical implementation to help Sales reach their goals.
Write technical documentation for our client facing help center to help drive understanding and customer retention
What you'll need to be successful in the role:
4+ years working in a Support Engineering Role
Strong understanding of system architecture fundamentals and best practices (especially in a cloud environment)
Proficiency with multiple programming languages (including JS), terminal (SSH, Linux) and SQL
Exceptional debugging/critical thinking skills
Bias towards action, with a history of driving pragmatic decisions in difficult situations
Extremely detail-oriented, with a natural tendency to create and share documentation
Strong communicator, who can drive efforts with both technical/non-technical stakeholders
Strong ability to adapt, parallel process, and operate independently.
An outstanding record of achievement, including an undergraduate degree in Math, Science, Engineering or comparable discipline
Humble confidence
Empathetic, patient, and helpful to those around them
Resilient, with the ability to show poise under pressure
Highly curious and interested in continued learning & development
Our Values guide who we hire, help us tackle tough problems, and shape how we build our product. The more closely you already identify with our Values and what they mean in action at Truly, the more likely you will thrive at Truly. You can read more about the interview process and our company Values here.
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Givebutter
About us: Givebutter powers donations, campaigns, and events for thousands of organizations – from youth robotics teams to national nonprofits – through its low-cost and user-friendly fundraising platform. The company was founded in 2016, and built entirely in-house by co-founders Max Friedman and Liran Cohen, without any outside investors.
The job: We're looking for a hard-working individual who will become the first member of our Customer Success team. This will be a diverse and unique role spanning the entire customer journey — from support to sales to marketing. No previous experience is necessary, but extremely strong writing and communication skills are a must.
What you'll do, and why:
SUPPORT - As Givebutter has grown, so have our customers! We now power donations for more than 2,000 organizations, ranging from little league baseball teams raising $5,000 per year to national nonprofits raising over $500,000. Your job will involve supporting these awesome customers. This may include:
Answering customer's questions as they have them
Writing Help Center articles so customers can answer their own questions
Improving our customer onboarding flow to help maximize conversions
Leveraging Intercom, our support tool, to its fullest potential
Managing customer feedback and feature requests in Givebutter's Community Portal alongside our engineering team
SALES - While most Givebutter customers sign up themselves in minutes, bigger organizations often need a bit more handholding. Your job will involve converting more of these high-value customers. This may include:
Scheduling demos and calls with potential customers
Creating sales documents and materials
Building relationships that persist from sales to support
MARKETING - The majority of our customers hear about us through word of mouth. Your job will involve keeping us top of mind for them. This may include:
Contributing to our monthly email newsletter
Writing occasional blog posts
Managing our testimonials and reviews campaigns
Interacting with customers on social media
Creating and sending out Givebutter swag!
What you bring, and why:
PEOPLE SKILLS – you have exceptional written and oral communication skills. Your ability to interact with customers and generate positive outcomes is the most important aspect of this job. The majority of your work will involve working one-on-one with customers, who are the lifeblood of our business.
WORK ETHIC – you love working in a fast-paced, startup environment. You'll have lots of flexibility, ownership, and autonomy — this is not your typical 9-5.
PASSION – you are passionate about Givebutter's product and mission. You'll have the opportunity to truly change people's lives, and it's important that you are passionate about doing it.
CRED – Meaningful academic or professional experience. We love portfolios!
What you get:
Work from anywhere: Live and work from wherever makes you happiest
Be an owner: Get meaningful equity in the company, and ownership over the projects you work on
Make an impact: Solve important problems for real people every single day
Love what you do: Feel good about the work you're doing and the company you work for
Who you'll work with:
Max Friedman is the CEO of Givebutter and will be working with you on a daily basis. Currently, Max fills most Customer Success functions along with Liran Cohen, Givebutter's CTO. You'll also be working with Liran and our engineering team to share and communicate customer feedback as well as product updates.
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Process Street (US or UK)
Process Street is currently seeking a full-time Customers Support Specialist.
As a Customer Support Specialist, it will be your responsibility to address inbound customer inquiries via phone, email, and live chat.
At Process Street, Customer Support Specialists are a primary line of communication between the organization and customers. In your role as a Customer Support Specialist, you will get the chance to work with companies ranging from fledgling start-ups to Fortune 500 enterprises from across the globe in pretty much every industry you can think of.
Aside from addressing customer inquiries, Customer Support Specialists perform a critical function by passing customer feedback and challenges to the Engineering, Product and Executive team.
Responsibilities:
Respond to email, live chat and phone inquiries from existing customers and prospects
Advise customers on the best way to use the software to meet their needs
Track customer interactions in CRM system
Assist prospects during trial period to ensure they understand product functionality
Serve as a conduit for customers to communicate product and feature requests to Product Managers
Backup Customer Success Managers in dealing with large customers
Contribute to the Support Knowledgebase
Conduct product demos with prospects and customers
Skills:
1-2 years experience preferred
Strong English communication skills – both verbal and written
Strong technical ability
Experience with SaaS software a bonus
Attention to detail
Customer-centric outlook
Must be able and willing to work remote
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Draftbit (US only)
At Draftbit, we believe that software should be a democratizing agent that makes it possible for anyone to turn their app ideas into reality.
Draftbit is a collaborative product development tool, focused on mobile apps. Our platform allows technical and non-technical teams to work together to build native mobile apps. Apps built in Draftbit produce high quality React Native code that can be exported at any time so you can build inside and outside our platform.
Backed by world-class investors (including Y Combinator), we have aggressive growth goals and are looking for a Community Manager to help us achieve our vision.
About The Position:
We’re looking for a Community Manager to join our small but fast-growing team. Community management doesn't have a single definition, so here’s how we’re thinking about this opportunity:
We're looking for someone to be on the frontline of all our customer communications - you will own all of our customer success channels (Discourse, Intercom, Readme/documentation & FAQs, etc)
In addition to being highly available and responsive to all of our inbound customer communication, we expect you to work proactively to cultivate community amongst existing and prospective Draftbit users.
You will own our social media (Twitter, Linkedin, Instagram, etc) communications and work to develop new forums (conducting app-building livestreams, curating customer apps & their stories, etc) that showcase our product and the apps successfully built by it
You'll be a Draftbit evangelist and represent us online and offline (at external events and meetups, etc)
You will work closely with our product and engineering org to translate the benefits of new features to our communities and share insights from our community engagement and initiatives
About You:
Our ideal Community Manager has experience building and managing communities of developers/technical users, or communities for technical products, has an extreme attention to detail, concisely communicates complex concepts, and is an exceptional communicator.
You’re probably a great fit if:
You’ve been a software engineer or been involved in building/marketing a technical product
You're an accomplished storyteller who has successfully conveyed the value of technical products to both developer and non-developer audiences
You have experience working in customer success or community management
You've likely been the go-to person on a team that everyone counts on to ensure things get done
You value self-management, execution (over perfection), speed, and personal reliability
You’re able to take an idea and run with it, rather than just following instructions
You're comfortable working in a startup environment, probably because you've worked at one (bonus points if you’ve ever started/run a business before)
You're excited about Draftbit and our mission. We want people who bring new ideas to the table and care about what they are building.
Additional Details:
This is a full-time position that can be based at our Chicago HQ, San Francisco office or remote.
Note: You'll need valid U.S. work authorization to join us.
Some of our perks are:
Full health, medical, dental, and vision coverage - we pay 99.9% of your premiums and 50% of dependents’ premiums.
Unlimited sick, personal, and vacation days. And we can flex on hours or accommodate special considerations.
Standing desks for all and the equipment of your choice
Chance to work with decent, fair, and flexible people
We believe in fair pay and transparency, and we anticipate this position's compensation to be between $60k to $120k in cash and .1% to .5% in equity, depending on experience.
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Job description
Let’s start by saying this: forget everything you know about Customer Support. At 5CA we like to do everything a little bit differently. A little bit geekier. A little bit more our own way. Can you help us provide our clients with the best customer support they have ever seen?
The client that needs you is a company that combines licensing, content, software and professional services in the field of copyright. Of course, you will get a full, complete and detailed training before you even start working. Your Project Lead will help you do your job well, and your Team Lead will help to make sure that you are comfortable and happy in your job.
The main objective in this position is to help customers who have hired services from our client and need assistance with the software they are using. The software contains several different products and you will become an expert in operating and troubleshooting these products.
You do this by mostly answering emails, but also occasionally taking calls and chats. And, while doing all of that, you will also be helping 5CA take its next step into a bigger future!
Requirements
You speak English at a near-native level.
You have excellent written communication skills and know how to make customers happy.
You are a fast learner who likes to take initiative.
You have a dedicated quiet work space, located within your own residence.
Experience in a Customer Service environment or an international business setting is a plus!
PC requirements:
An internet speed minimum of 4 Mb/s download and 1,5 Mb/s upload internationally.
A minimum of 6 GB RAM memory, with a 64-bit windows version or MacOS.
An i5 (2,8 Ghz or faster) processor or better/ similar, max. 3 years old.
A USB, noise-canceling headset (a must-have for the job, but not for the application process).
We offer:
A position in a fast-growing company with ambitious A-level clients.
Access to top-notch tools, training, and colleagues.
A casual, international environment where you’ll work with people from over 40 different nationalities.
A perfect work-life balance by combining our shorter than average shifts with working comfortably from your own home.
Flexibility; working remotely means being able to work from anywhere in the world. No time wasted commuting between home and work.
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GitLab (APAC)
GitLab is a hyper growth company searching for people who are intelligent, aggressive and agile with strong skills in technology, sales, business, communication and leadership. Desire to lead through change is a must.
The Manager of Customer Experience is a management position on the front-lines working with the Technical Account Managers and the Solution Architects helping evolve and grow our large and strategic customers. This is a player/coach role where the individual is expected to be experienced in and have advanced insight to the GitLab platform. The individual will contribute to territory and account strategy as well as driving the execution directly and indirectly. The individual will need to be very comfortable giving and receiving positive and constructive feedback, as well as adapting to environmental change and retrospecting on successes and failures. The Manager of Customer Experience will work together with the other managers within the Customer Success organization to help execute on strategies and vision with the Director.
You will have the opportunity to help shape and execute a strategy to help the Technical Account Managers and Solution Architects build mindshare and broad use of the GitLab platform within enterprise customers. Coaching your team members to becoming the trusted advisors to their customers in a post sale situation. The ideal candidate must be self-motivated with a proven track record in software/technology sales or consulting. The ability to connect technology with measurable business value is critical to a solutions architect. You should also have a demonstrated ability to think strategically about business, products, and technical challenges. You will also be responsible in helping grow and maintain our enterprise-level customers.
Responsibilities
Work with the Customer Success Director to help establish and manage goals and responsibilities for Technical Account Managers and Solution Architects
Assist in development of thought leadership, event-specific and customer-facing presentations
Share hands-on technical preparation and presentation work for key accounts
Ensure the TAMs/SAs exceeds corporate expectations in core knowledge, communication and execution
Define and maintain a high bar for team member expectations and enable the team to achieve it
Challenge the team and yourself to continually learn and grow as trusted advisors to clients
Monitor performance of team members and provide timely feedback and development assistance
Create, review, and approve formal statements of work, change requests, and proposals
Prepare weekly revenue forecast worksheet and create action plans to address issues
Develop senior-level relationships with customers
Manage resource assignments and staffing levels, including recruitment as needed
Identify and implement improvements to the processes and tools used as a seasoned with experience leading teams of project managers and consultants in support of external customers.
Work together with our Sales organization and Implementation Engineers to propose, scope, and price Professional Services Statements of Work
Work together with Solutions Architects and Implementation Engineers to plan and execute internal projects, ensure that teams have appropriate training and manage resources to deliver Customer Success offerings
Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development
Ensure delivery model is focused on quality, cost effective delivery of services and customer success outcomes
Remain knowledgeable and up-to-date on GitLab releases
Document services provided to customers, including new code, techniques and processes, in such a way as to make such services more efficient in the future and to add to the GitLab community. Works with the Product Engineering and Support teams, to contribute documentation for GitLab
Help build programs that the TAMs will execute to effectively grow our enterprise customers
Ensure your team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals, surveys and NPS
Partner with Technical Support leadership to ensure a seamless customer handoff of escalated technical issues
Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
Drive team to exceed company growth and retention forecasts. Oversee initiatives set forth in Quarterly Goals
Manage a team of highly motivated, customer-focused technical account managers to manage the overall health and care of accounts (e.g. onboarding customers, product/service adoption by user, monitoring engagement across the post-sale lifecycle), and develop compensation plans and career paths appropriate to specific functions within the team
Requirements
7+ years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
Prior experience in customer success or equivalent history of increasing satisfaction, adoption, and retention
Familiarity working with clients of all sizes, especially large enterprise organizations
Exceptional verbal, written, organizational, presentation, and communications skills
Detailed oriented and analytical
Strong team player but self starter
Strong technical, analytical, and problem solving skills
Experience with Ruby on Rails applications and Git
Deep knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, ChatOps, and cloud native
Above average knowledge of Unix and Unix based operating systems
Installation and operation of Linux operating systems and hardware investigation/manipulation commands
BASH/Shell scripting including systems and init.d startup scripts
Package management (RPM, etc. to add/remove/list packages)
Understanding of system log files/logging infrastructure
B.Sc. in Computer Science or equivalent experience
Programming/scripting experience & skill is required (Bash & Ruby)
Project management experience & skills
SCM admin and/or PS experience would be a plus
Set up HA/DR, working with Containers and Schedulers (Kubernetes preferred) and also experience with AWS stack (EC2, ECS, RDS, ElastiCache)
Experienced in and have advanced insight into the GitLab platform
Experienced in giving and receiving positive and constructive feedback
Able to adapt to environmental change and retrospecting on successes and failures
Previous leadership experience is a plus
Experienced in collaborating with other managers and executing strategies
Proven track record in software/technology sales or consulting
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Uscreen (US timezones)
Our Customer Support team is expanding!
We are looking for an amazing individual to join as our new Customer Success Champion and become a true advocate for our clients. This is a client-facing position and even though it’s remote, will require video communication on a regular basis, so please keep this in mind when applying.
Our Customer Success champ will know every detail about our platform and how our customers can use it to maximize its value. Besides just owning all that sweet knowledge, you’ll need to be able to communicate it, and educate our customers with ease. This is a technical role that demands a wide range of soft-skills and constant stellar communication with our clients, as well as our team.
Uscreen is an amazingly diverse, fast developing video monetization platform, and the person joining us will play a pivotal role in our growth. We are looking for someone who’s eager to learn, excited to grow with our company and is in it for the long run. Our team is incredibly smart, passionate, supportive, skilled, open to learning and constantly developing and we’re looking for someone who can match that energy.
About the role:
This is a customer facing role: you will be one of the first points of contact for our customers in order to help them set up their account. From basic setup and video uploads, to answering a variety of questions generally asked when first signing up, it’ll be your responsibility to provide our customers with solid and accurate answers and guidelines.
Your main goal is to become the go-to person for all onboarding questions, making them feel they can reach out at any time. You’ll also give them tips and industry best practices, to give them everything they need to succeed.
We are looking for someone reliable and eager to work with us long-term. This is a full-time remote position, and is not suited for a digital nomad lifestyle. We require a steady internet connection and a mandatory overlap of working hours with the rest of the team
In this role, you will wear a few different hats, including:
Proactively contacting new customers to help them get setup (by email & phone)
Helping the tech support reps in the ticket queue
Attending and (later) fully hosting webinars a few times per month
Giving in-depth analysis of customers websites and content to offer them tips and tricks to succeed (and don’t worry, we have our marketing team watching your back)
Requirements:
Must have:
2+ years in Customer Support or similar
Experience in SaaS
A fully functioning workstation and a quiet place to work (with their own laptop)
Must be:
Able to overlap with our Washington, D.C. based team: from 9AM to 6PM EDT
Quick to learn and able to understand our platform as well as the video and OTT industry
Able to work independently
Native or near-native English speaker (North American accent is a plus but not a requirement)
Overall a nice person 🙂
Our ideal candidate will also have:
Experience working with Zendesk or similar
Good communication skills, both written and verbal
Benefits:
Amazing, young and motivated team
Work from anywhere (OK, almost anywhere…), as long as you have regular overlap with Eastern Time business hours and can schedule overlap with Pacific Time business hours when needed for customer calls.
20 paid days off per year (eligible after the first 6 months with the company)
Budget for personal development
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Dozuki (US only)
About Dozuki
Dozuki was born out of iFixit.com with the goal to revolutionize the way manufacturers train their employees. In the next 10 years, it is estimated that manufacturers will need to fill 3.5m manufacturing jobs. But over half of those jobs will go unfilled due to a shortage of skilled workers. Dozuki has a truly unique approach that allows manufacturers to standardize how they work and improve their processes. Our approach and our platform are going to play an instrumental part in helping manufacturers develop unskilled workers to fill those jobs and we need your help to do so!
At Dozuki you’ll be working with a high-caliber team of Customer Success Professionals. We are recruiting for a remote candidate in the Midwest or Southeast. The Customer Success Manager mission is to drive product adoption and customer renewal/expansion. By continuously delivering product value to Dozuki customers, your efforts will also prevent customer churn. You will report to the Director of Customer Success and will be on the front lines of customer support, onboarding, and training.
We’re looking for a team member who gets things done!
The Role:
We're consultants: here to help analyze our customers' problems and assist them in adopting strategies to solve for those issues.
Work tirelessly to resolve customer issues with effective problem-solving skills.
Meet and strive to exceed monthly expansion and churn goals.
Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
Work closely with your peers to identify opportunities to improve customer experience and our process.
Monitor and escalate incoming support cases submitted by customers of all tiers
Efficiently troubleshoot customer issues and consistently report bugs to the Product team
Product Feedback: Effectively manage open cases and bug report follow up to ensure customers are not forgotten
Assist in the initial configuration of the product and accelerate the implementation process
Be a world-class expert in using Dozuki and best practices
Conduct on-demand training sessions for qualifying customers
Product Adoption: Routinely share help documentation and other training materials to drive product adoption
Identify and track leading indicators of churn, renewal/expansion, and satisfaction for each customer
Monitor automated outreach efforts and customize scheduled tasks and plays as needed to stay proactive with customer engagement
Detect early signals of at-risk accounts and renewals and ensure appropriate outreach is in place to prevent churn
Routinely share customer feedback through the appropriate channels for continuous product improvement and feature development
What you need:
A minimum of 3 years in a customer-facing role (Customer Service, Account Management, Sales, etc.)
A self-starter who has great communication skills and can work independently, but thrives in a team atmosphere
Positive attitude
Eagerness to learn and improve your skill set
Strong emotional intelligence with empathy and understanding
Good understanding of project management
Proactive work ethic with a willingness to improve on processes
Passion for problem-solving and helping people
Takes a high degree of ownership over work
Clear communicator with a professional presence
Strong listening skills; open to input from other team members and departments
Ability to lead through influence
Bonus Points:
Experience in Lean Manufacturing principles.
Experience working LMS, documentation tools and other training systems.
Benefits and Perks:
Medical, dental, and vision benefits
401(k) matching
Generous parental family leave policy
Charitable contribution matching
Flexible schedules
2-3 catered meals every week
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Assurance (US only)
About Assurance
At Assurance we are disrupting the antiquated and inefficient world of insurance and financial services. Our team of world-class software engineers, data scientists, and business professionals are modernizing how people obtain and manage their financial life all through our powerful platform ecosystem. We are rapidly growing as we expand our product offerings and global footprint, and this growth continues to present new and exciting challenges as we push our industry into its future. We eliminate waste throughout the industry and calculate the complex into simple, valuable solutions to improve people's lives. We are humble, driven, and committed to improving the lives of millions.
At Assurance we’ve created a state of the art on-demand platform. We’ve changed how licensed users operate. No longer are they stuck at call centers, or constantly searching on how to create new leads. We take care of the leads, platform, and just ask the users to do the selling. Meanwhile our team of world-class software engineers, data scientists, and business professionals are constantly working on improving and expanding our system. The mission of the Community Manager is through service to our agents help foster a platform where users can perform their best. This will require keeping agents engaged and happy, serving as a resource for agent issues, and tracking the most common issues that our users encounter.
To be successful in this role, you'll need to possess the following:
Passion for fostering community
Strong communication ability
Desire to help users solve problems
Experience working in a fast-paced environment
Ability to identify biggest pain points for users and work with internal teams to improve the platform
The following experience is highly desired:
Experience in call center or telephone sales.
Experience working in Medicare, insurance, or other high regulated spaces.
Previous experience with gig economy / on demand work forces.
You love to help others be their very best. You’re constantly building and fostering connections, both one on one, and in a community. You can work with users in a completely remote environment with ease. You’re able to quickly identify what does and doesn’t work well for users, and then bring that feedback to the team that designs our platform so we can be constantly approving. You’ll become our user’s biggest fan and greatest advocate.
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Slab (US only)
At Slab, we build beautiful software for teams. We believe that a team's ability to store and organize information ultimately defines their ability to execute. Slab is like a knowledge base or wiki, but reimagined to be fast, intuitive, and powerful. We think of it as a long-term memory for teams.
We are a small team of experienced developers and designers, on a mission to make work easier. Our CEO is the creator and maintainer of Quill, a popular open-source rich text editor, and sold a previous company focused on collaboration. Slab's approach to work is inspired by companies that have a big impact while staying relatively small. We embrace remote and flexible work arrangements.
In this role, you will sit at the nexus of the product team and customers. You will work closely with customers to discover their needs and guide them on the best ways to solve their challenges using Slab. As an early hire on the team, you will have the opportunity to help shape the priorities and focus.
Slab is backed by top tier investors including Matrix Partners, CRV, and NEA.
What you will be doing
Become an expert in our product
Proactively nurture customer adoption, expansion, and retention
Serve as the point of contact for customers to resolve issues
Develop and maintain resources to educate customers
Meet with customers to discover and understand their needs and gather feedback
Be the voice and advocate of customers to drive product and strategic priorities
Sound like you?
You have 3+ years in customer-facing roles in a B2B SaaS environment
You are passionate about making customers personally and professionally successful
You communicate with clarity and precision, whether with teammates or customers
You love to learn and demonstrate the ability to do so very quickly
You are self motivated and possess strong work ethic
You identify with Slab's mission and values
Benefits
Medical, dental, and vision insurance
7 year option exercise window
$5k desk setup of your choice
Free catered lunch (5x per week)
Flexible work arrangements
Slab is an equal opportunity employer and we welcome people of diverse backgrounds, experiences, and perspectives.
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GitLab (APAC)
This position is remote based, anywhere in APAC.
The rising popularity of GitLab means that our professional services are in high demand. If you have the skills to help our clients we would love to talk to you.
We are looking for skilled people around the world. If you would love to work from home and help GitLab grow, this is the right spot for you.
Responsibilities
Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients
Triage customer issues, debug, and find workarounds if possible
Communicate via email and video conferencing with potential and current clients
Prepare and provide customer training, and make the training materials widely available
Improve GitLab through customer interaction
Submit and comment on bug reports and feature requests based on customer interactions
Create or update documentation based on customer interactions
Engage with the development team to escalate bugs, solve problems, or obtain missing information
Be available for occasional weekend on-call coverage (day-time only - approximately once every three months)
Ensure the knowledge we gain from running GitLab.com is shared with customers and users
Maintain good ticket performance and satisfaction
Meet or exceed SLA times consistently
Reliably respond to on-call emergencies
More information can be found on the support page in the handbook.
Requirements
Support Requirements:
Affinity for (and experience with) providing customer support, and making customers happy
Enjoy solving many small problems per day
Ability to triage and resolve bugs
Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.
Experience with support platforms (e.g. Zendesk, SalesForce.com, etc.) preferred
Experience writing support content
Experience managing the entire issue lifecycle, from customer, to development team, to resolution
Technical Requirements:
Ability to perform complex Linux System Administration tasks
Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)
Experience with Git
Experience with CI/CD
Other Requirements:
You share our values, and work in accordance with those values
Successful completion of a background check.
Spoken and written English
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Shiptimize
Are you the type of person that loves to help and usually puts everyone else before yourself?
Well, maybe you should start seeing a therapist about it.
But if on top of that you also have an eye for finding and quickly solving problems, then you should first consider applying for this job position.
Who or what you must be:
Someone with great interpersonal skills
A problem solver that doesn’t need to be taken by the hand
Somebody that’s obsessed with customer satisfaction
Fluent in Portuguese and/or Spanish (Dutch is a plus)
Business level in English
Able to work in a self-directed, fast-paced entrepreneurial environment
Someone with great deals of responsibility and accountability with a thirst for ownership.
What you will do:
Be the totem of deliveries related matters for our customers
Recognise, solve and fix support issues directly with customers
Make the bridge between customers and carriers
Always be alert to new ways or processes that will make our customer support better
Help the sales team to process and manage leads
Set up new accounts on our platform and guide new customers through the onboarding process.
What will you get in return:
Rewarding compensation package
Super international environment with great people around
Possibility to grow with us
Flexibility to work remotely
Friday beers at the Lisbon office? We can neither confirm nor deny it.
If you like what you see and think you have what it takes, just go ahead and apply!
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Marketcircle (US timezones)
Want to work remotely? Want to make an impact by working for a small company that values autonomy and working collaboratively in a team to solve challenging problems? Love learning new technology? Then you'll fit right into the Marketcircle Team!
We're looking for an outgoing customer service specialist that is curious, excellent at communicating with customers and a creative problem solver. You have a strong understanding of the small business space, and are willing to wear many hats to get the job done. Most importantly, you know how to treat customers right and know the true value of empathy. You are a quick learner, an excellent teacher, and can spot trends from a mile away.
Your day to day responsibilities will include, but are not limited to:
Responding to customer questions regarding our products via live chat, tickets, phone calls and screen shares
Helping our customers leverage our products to help them reach their business goals and objectives
Understanding our customers business needs and providing them with valuable feedback and workflow suggestions
Proactively identifying and raising trends in customer questions and/or issues as they occur
Be willing to take on additional side projects that could benefit our customers
Success in this role is measured by:
providing our customers with accurate and helpful information in a timely fashion - passing 5 ticket evaluations every month
providing our customers with the highest level of customer satisfaction - maintaining a customer satisfaction rating of 95% or higher
going above and beyond to provide excellent customer service - measured by receiving at least one WOW! response every month
Some methodologies we use include:
Jobs to be done
Kaizen
Fire bullets before cannon balls
This is a remote position (base of operations is Toronto, Canada), and the hours are Monday - Friday 9AM EST - 5PM EST. It involves no weekend work, however some holidays need to be covered. If you are not located in EST, but are able to work with some overlap in our working hours, you are encouraged to apply. While we appreciate the time you take to apply for this position, please note that only qualified candidates will be contacted.
Marketcircle Inc. is a fun and distributed tech company. We believe in the power of Kaizen, teamwork, creativity, ownership, and empathy. By embodying these core values we know we impact the lives of our customers, and each other.
Our mission is to empower small business worldwide which drives us to develop a native macOS and iOS app that helps thousands create organization of what would otherwise be chaos.
Tired of a long commute to work? As long as you have reliable internet, and can work between 10:00AM - 3:00PM EST (core hours), you can work from anywhere! We expect results, not monkeys sitting in cubes for 10 hours a day! Though we are mostly remote, our team tries to meet up in the office every now and again to share some laughs, build camaraderie and eat some good food! We also make it a point to do activities together, like axe throwing, escape rooms, evenings out, etc.
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Modern Tribe
The Opportunity
Our team is growing and we’re looking for a seriously support-loving person to add to the mix. This person will provide on-going customer service support across our Products team for a growing suite of WordPress plugins through the forums we run and manage on our website, but have hit a spot where extra help building relationships with our customers will make a world of difference.
We’re looking for someone for around 10 hours a week to help us go the extra mile when customers reach out for help with some of the less tech-y side of things, like email support, processing of refund requests, assisting with account access, license key administration, downgrading accounts, pre-sales questions, Nonprofit Partnership Program, WordPress Meetup Organizer Program.
However, we won’t lie. This will be a fast-paced position where a successful person will be genuinely happy to help customers with a myriad of questions. There are more than 700,000 active installs of The Events Calendar running on websites around the world and many of them have questions that require timely assistance. Support is at the center of everything we do here at Modern Tribe, we want you to help our community thrive.
Who We Are
Modern Tribe, Inc. is a rapidly growing software & design company. We develop custom solutions for some of the world’s largest companies, government institutions and smaller growing organizations. We pride ourselves on our ability to bridge people and technology and to bring the passion and dedication of an entrepreneur to every project. Our team is composed of talented employees and freelancers around North & South America (and a smattering across the globe).
Modern Tribe is committed to a culture that embraces diversity and inclusion. We foster an environment of collaboration, open engagement, fairness and respect regardless of differences in age, race, disability, national origin, gender identity, religion, sexual orientation or veteran status. As a hybrid workspace ranging from distributed contractors to traditional employees, we value the unique perspectives and experiences of our global team.
We come from all walks of life. We are small business owners. We are tattoo aficionados and 80’s movie buffs and ex-pats. We are homeschool teachers. We are single parents. We are musicians, college drop-outs, and entrepreneurs. We are travelers, feminists, runners, volunteers, and makers. We are a Modern Tribe.
Everyday we strive to fulfill our motto: live well and do good work. We hope you will consider joining us.
Who You Are
We love working with each other because we have built a culture that suits us well. We work primarily with freelancers and coordinate their talents for large projects. To be on our team, you must be:
HAPPY
Where there is a will, there is a way. Having a positive disposition allows us to achieve great things and to support each other.
HELPFUL
Always looking for ways that you can help others.
CURIOUS
It is essential that you have a passion for learning. Technology changes daily, and life has a way of constantly raising the bar.
ACCOUNTABLE
Our clients expect us to get the right thing done on budget and on time. Communicating expectations and meeting them is the cornerstone of success.
A FREELANCER
This means that if you live within the USA, you will also maintain your own personal client list and that Modern Tribe will only comprise a portion of your total income. Regardless of where you live, you need to be already freelancing.
Personal Competencies
Extremely outgoing and friendly attitude
Strong communication skills
Experience working as part of a remote team
Self-motivated, detail-oriented
Strong organizational skills
A methodical approach to all tasks
Ability to prioritize workloads and meet deadlines
Knowledge and Experience
Strong communication and/or experience working as part of a remote team
Experience processing of refunds requests
Online account management
Reply to customer email threads and questions
Respond to refund requests
Fluent English speaker – bonus points for fluency in other languages
Bonus Points
Have built your own WordPress plugins. Double bonus points if those plugins extend The Events Calendar.
Have a proven track record providing remote support
Experience with MySQL
Experience working with WooCommerce
Experience working with WordPress
Responsibilities
Moderating the support inbox, ensuring customers and potential customers receive responses within 24 hours of submission
Field incoming feature requests about account access
Facilitating account-to-account license transfers, generating new keys to replace non-validating keys, etc.
Helping with customer account related questions
Answering Pre-sales questions for plug-ins
Processing of refund requests
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SimpleTexting
We’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. This is an entry-level position, but prior experience working with customers is a must. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.
About Us
SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.
Responsibilities
You’re a superhero, but with a computer instead of a cape. You’ll clarify the customer complaints, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
Respond to email tickets, online chat or phone calls to help SimpleTexting customers with their issues
Participate in writing excellent help documentation—both for internal use and for our customers
Log tickets with the development team and escalate appropriately based on the impact of the issue
Become a SimpleTexting power user—before you can support others, you must know the product yourself
This Role Is For You If
You love to talk, actively listen, and build relationships
Multiple chats and calls happening at once doesn’t make you sweat
You thrive in fast-paced environments
You’re as comfortable hopping on the phone as you are writing super clear emails
Investigating issues when you don’t have enough info to resolve them is your idea of fun
Going above and beyond for customers gives you a warm and fuzzy feeling
You have no shame geeking out about business and technology
Required Qualifications
English is your primary language. Secondary languages are a plus.
At least 1 year of experience working with customers
You can translate technical ideas for non-technical audiences
Demonstrable critical thinking, communication, and creative problem-solving skills
Ability to learn new software platforms quickly
Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
Highly organized. You can manage and prioritize several different projects.
Familiarity chat and CRM platforms
Bonus points:
Bachelor’s degree, preferably in a related field of study
2+ years in customer support role
Location
Remote
You’re welcome to join us at the office if you’re in Miami!
Compensation and Benefits
Above market compensation commensurate with your proven abilities
Unlimited flexible time off policy
Remote
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We're looking for a new teammate in our profitable, independent, and bootstrapped company (24 people from 15 different countries), and give you the opportunity to be part of a fascinating journey. We are 100% remote, and with a flat organizational structure. We’ve seen incredible growth over the last 8 years, driven by a talented and versatile yet small team.
ABOUT THE ROLE
We're looking for a Customer Care Representative (f/m/x) full-time, part-time 80 hours/month or on a mini-job basis.
An ideal candidate for this position has excellent communication skills, is a natural learner, an out-of-the-box thinker, empathetic, technically-minded, and unflappable. To succeed in this role, you must be highly adaptive and be able to work in a fast-paced, highly interactive environment.
WE OFFER YOU
a great work-life balance - work from wherever you are on a flexible shift schedule
no bullshit - we are a fact- and engineering-driven company (including the founders)
to work on something important. A lot of businesses say they change lives, but we actually do it. We've helped millions of people find love and happiness.
paid vacation
a competitive salary
YOU WILL
provide friendly and efficient customer support by handling front-line issues via Zendesk email. Our award-winning apps are used by millions of active users every day
troubleshoot customer problems in a systematic, solution based and customer focused manner
moderate user content like profile photos
investigate reported abuse and take appropriate action
work agile with a motivated and innovative small team (including us, the two founders)
work on a mostly flexible schedule, but some weekend availability is expected.
YOU
have a high level of written and spoken fluency in German and English
have an accurate spelling and grammar
are committed and able to work independently
have an eye for detail
are tech savvy with sound computer skills
are able to work from home with a fast internet connection
are self-motivated and energetic
If this profile matches your expertise, experience, and aspirations, we’d be delighted to receive your full application, including references, salary requirements, and possible starting date.
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LexBlog
As part of the Success team, the Technical Support Specialist works directly with customers to assist them with troubleshooting issues, product and technical questions, and the setup and configuration of new sites.
As an expert in our products, the Technical Support Specialist guides customers through the project process as part of the post-member onboarding, setting expectations and milestones, showing customers how to use tools, and offering guidance on LexBlog’s blogging best practices.
As the face of our company, the Technical Support Specialist is a collaborative team player that takes initiative to do the right thing for our customers.
Responsibilities
Respond to technical support requests through a ticketing system, live chat, and phone
Flag patterns or identify technical issues to proactively address as a team
Configure and set up new sites including migrating content, and configuring site settings per customer and product plan requirements
Organize projects for customers by driving milestones, and communicating expectations and next steps
Required Qualifications
You’re experienced with troubleshooting software or web tools with customers
You have previous experience in project management or customer service roles
You have experience with technical troubleshooting that uses an escalation framework
Excellent written and spoken communication: You need to be able to clearly guide customers through a solution or walk-through our products and features
Preferred Skills/Experience
You’re a self-learner who is flexible, curious, and willing to try new things
You’re a natural problem solver, you love a good challenge and can think quickly on your feet
You enjoy a dynamic, changing work environment and feel comfortable tackling a variety of tasks in a given day
You have previous experience in a technical support role
You have basic knowledge of HTML, CSS, Zendesk, Google Suite, or experience with WordPress site administration
You’re passionate about blogging, the web, and empowering professionals to publish
You’re motivated to learn new tools or skills and share those skills with others
About LexBlog
LexBlog empowers lawyers to increase their visibility and accelerate business relationships through the Internet, primarily through blogging. With LexBlog’s help, legal professionals use their subject matter expertise to drive powerful Sales. The American Bar Association and other key industry organizations routinely cite LexBlog as the legal industry’s authority on social media marketing.
LexBlog has grown into the world’s largest collection of professional blogs with more than 22,000 authors providing a regularly updated flow of legal opinion and analysis.
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Tiller (US timezones)
Tiller is hiring our next customer success team members.
We’d love to hear from you if you’re enthusiastic and knowledgeable about spreadsheets, both Google Sheets and Excel, have a knack for solving riddles, love helping people, and have an interest in personal and small business finances.
A little about who we are and what we do
Tiller is a nimble, distributed company revolutionizing the way people handle their finances. We make it easy to track your spending and manage your money in a spreadsheet with daily bank feeds and helpful templates. We’re passionate about empowering people with their financial data in a flexible, customizable format so they can take control of their future.
As a Tiller Customer Success Specialist you’re on the frontlines interacting with our customers and helping them troubleshoot issues ranging from a bank data connection gone bad to an N/A error in cell B12 on the Tiller Foundation Template. You’ll also be responsible for helping educate customers on the product, answering basic questions like how to sort a large data set in a spreadsheet or sharing ideas and content for how they can customize their spreadsheets to best meet their specific money management need.
For most customers, you’ll be the only person at Tiller they get to know. By joining the team, you’ll be instrumental in growing our strong reputation for a responsive and friendly customer experience that will ultimately empower customers to take charge of their finances and own their destiny.
About You:
You were born a problem solver and you love helping people.
You’re available most days for a 4 hour shift before 3 PT (6pm ET).
You have a working knowledge of Google Sheets & Excel.
Your shift will include weekends.
You’re so passionate about diving into products that of course you’ll read every help center article (and suggest improvements).
You have 1+ years of customer support experience or a background that makes you a perfect fit.
Up-to-date LinkedIn profile.
Bonus points for:
Background in or passion for personal finances or small business finances.
As a Tiller CS Specialist you will:
Gain a deep understanding of Tiller and our products.
Spend most hours of your workday in Intercom, our support messaging tool, or Discourse, our community forum, responding to customer and community inquiries.
Develop additional support content & resources based on customer needs.
Assist in developing the customer success program at Tiller.
Track, measure, and share customer support performance & metrics.
A few employee perks:
Work from anywhere.
Awesome, supportive colleagues who know how to have a good laugh together.
A new Mac to help you do your best work.
Tiller is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
Position Details
Option for full time or part time (20 hours weekly) transitioning to full time.
Pay during the 3 month training period will be $15 per hour. Following the training period, compensation will be in the $17 to $20 per hour range.
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15Five (US only)
15Five is seeking a passionate Customer Support Representative to help support the next generation of continuous performance management and employee engagement software for 15Five customers. The primary focus of the role is to serve as a trusted advocate to our customers by handling technical issues and educating end users.
Do you consider yourself a team player? Empathetic? Does joining an early-stage, high-growth startup with a world class culture excite you? 15Five has a unique opportunity to expand our Customer Support team. You will report to the Director of Customer Support and work cross-functionally with other revenue teammates.
This role is full-time, 40 hours per week, Monday - Friday (9am - 5pm), and open to those who are based in the United States. 15Five is looking to hire someone to support PST and someone to support EST.
What You'll Do
You are the 15Five product expert for both customers and internal teammates
Help clients and teammates via chat, email and real-time discussions using research, debugging, tools, processes, detailed error reporting, and documentation
Troubleshoot tough customer issues that often deal with edge cases
Observe and communicate opportunities to make our product & services better for our customers
Author and update internal and customer-facing documentation
Create issue tickets and manage customer expectations regarding technical issues
Take initiative to improve the team’s practices, tools, and content
By the (3) Month Mark, You'll...
Complete 15Five’s new-hire on-boarding and job-specific training for your role
Gain clarity on expectations of your role and understand Best-Self Management
Identify needs for your team and role and build out your OKRs for the quarter
Start building the foundation of strong relationships with 15Five teammates
Accurately answer 70% of Tier 1 customer issues via chat and email
Meet Key Performance Indicators by having an initial response time of 10 minutes or less
Meet Key Performance Indicators by having a customer satisfaction score of 96% or higher
By the (6) Month Mark, You'll...
Deepen knowledge around the 15Five product, best practices, and research
Deepen knowledge around troubleshooting within the 15Five product and backend systems
Author Tier 1 customer facing technical documentation
Contribute to the growth of our team by interviewing and training new Customer Support Representatives
Answer 85 to 90 percent of Tier 1 tickets without assistance
Be extremely comfortable working cross-functionally with other teams
By the (12) Month Mark, You'll...
Serve as a product expert internally and externally
Troubleshoot a small percentage of Tier 2 issues
Craft knowledge based articles, which contributes to the educational content provided to our users
Discover your Zone of Genius and embody your Best-Self
What You'll Bring
1+ year of experience in Customer Support, Project Management, or another client-facing role, preferably in a similar role at a startup with SaaS-based solutions
Demonstrated success of handling a high volume of customer issues at a time
Product-savviness and ability to quickly learn the detailed technical specifications of multiple features
A team player mentality who collaborates effectively with cross-functional partners
Demonstrated desire for continuous learning, improvement, and development
Excellent verbal, written, and presentation skills
Domain knowledge in the performance management space and previously partnering with HR/People Ops
Who You Are
Problem Solver: You have experience finding elegant solutions to complex problems
Self-accountable: You hold yourself responsible in driving your timelines while providing a delightful customer experience
Empathic: Others compliment you for your high emotional intelligence and you go out of your way to ensure customers are heard
Dynamic: You thrive in a fast-paced environment and are excited by change and ambiguity
Self-motivated: You inspire the team by taking the initiative to own your performance and contributions to the team
Growth-oriented: You embrace coaching and are able to apply feedback immediately to improve performance, and evolve personally and professionally
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Reedsy (US, Canada or Europe)
#About Reedsy
We’re here to help authors find world-class professionals to create amazing books. Our curated marketplace gathers some of the best freelancers in the industry — the likes of Stephen King's designer, Neil Gaiman's editor or Walter Isaacson's publicist.
We’ve grown to a community of 150,000 authors and over 1,500 freelancers in just a few short years, while picking up a number of industry awards along the way. Want to help us? Cool, keep reading!
#Job Description
Your role is to grow Reedsy's supply of creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), build relationships and optimize conversion.
You will:
Offer customer support;
Reach out to top creative professionals and present Reedsy to them;
Contribute to curating our marketplace: Reedsy accepts 1-3% of all applications submitted by professionals in order to offer a high-quality service;
Onboard new professionals to present Reedsy's product to them;
Optimize the balance between supply and demand by crunching data and following KPIs;
Build customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them.
#Person Specification:
Analytical mind
Experience automating and scaling outreach
Familiarity with Google Analytics and other analytics tools
Great understanding of onboarding and conversion rate optimization (CRO) techniques
Customer support experience (Intercom, Crisp, Zendesk, etc.)
Entrepreneurial minded
Strong writing skills
Native-level English speaker
#Bonus Points
Previous experience working for a marketplace and/or in a creative industry
A good dose of ambition, as well as a great sense of humour
Fluent in French, Spanish or German
#How to Apply
We currently receive over 30 applications every day and we won't spend any time on generic messages. If you'd like to stand out, make sure that
1) you've done some research about Reedsy and signed up to try the product;
2) you include a well-structured and **concise** message with your application explaining why you find Reedsy interesting and why you'd be a good fit. Show off but not too much :).
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Springshare (US only)
As part of our Community team, a Customer Support Specialist is the face of the company, embodying our core commitment to outstanding customer service. Duties include answering all inquiries from customers (via LibAnswers tickets or phone), escalating appropriately to Tier 2 support or Product Managers, and maintaining comprehensive and up-to-date knowledge of Springshare products and policies. Support Specialists also work with the Customer Support Manager and the rest of the team to communicate all trends and issues regarding current support conditions.
Qualifications
Strong communication and investigation skills.
A healthy dose of curiosity.
Ability to understand our technology/software, learn quickly, and self-manage / learn on your own.
Knowledge of HTML and CSS.
Excellent organization and multi-tasking skills (like, really, really excellent!).
A sense of humor is a must!
Ability to work with and as part of a remote, distributed team.
Previous Admin level experience with our products strongly preferred.
Fluency in Spanish, French, JavaScript or another language (in addition to English) is a nice bonus, though not required.
Location: New York, NY or Remote
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Zoomforth
Zoomforth helps customers design and build beautiful no-code websites. Our software makes the complex simple and the boring beautiful. It's like Squarespace, but for professional communications.
As a CSM here, you'll be responsible for both customer retention and business expansion. You'll achieve that by providing best-in-class support to our Fortune1000 customers to ensure they achieve their objectives in using our software. This is a role that requires exceptional presentation, networking and relationship-building skills, combined with a genuine passion for technology.
Join a profitable growth-stage startup and work from anywhere you like. You’ll be joining an amazing team to support some of the most respected startups, agencies, and businesses in the world.
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Ping Marketing (US timezones)
Location: Remote (ability to maintain CST hours).
This is an exciting work-from-home role in a fast-paced tech environment working with the latest marketing tools and interacting with clients and co-workers extensively via video conference calls.
ABOUT US
Ping is a full-stack ISP marketing and advertising agency specializing in online media and customer acquisition. Our ISP clients’ first marketing priority is to generate leads. With innovative and groundbreaking tactics for deploying highly targeted digital ads, and utilizing the best platforms at the best cost, we craft messages to inspire prospects to learn more about our clients’ services or become a subscriber. We also monitor landing pages and funnels, engage in deep data analytics, and provide client sales teams with the training and coaching needed to close more qualified prospects, work with CRMs to document and track their sales process, and maximize results.
KEY DELIVERABLES
The Customer Service Professional will be responsible for ensuring the success of Ping’s clients as it pertains to the marketing services that we provide them. This is achieved through regular communication with our clients and coaching on how to utilize the tools and leads we provide. Key deliverables will include the following:
1. Drive client success and satisfaction.
● Manage a book of business and achieve 90% “high” client satisfaction scores each quarter, including by:
Acting as the main point of contact for Ping’s clients, meeting weekly to understand their needs, answer their questions, discuss progress against key marketing metrics (i.e. CTR, CPC, CPL, CPM, CPA etc), provide training, and build relationships; Efficiently communicating messages from the different departments at Ping to Ping’s clients; Regularly following up with clients regarding upcoming deadlines; Coaching clients on how to use the various platforms that we provide for them; Effectively on-boarding new clients onto our marketing program.
2. Achieve client success metrics.
● Collaborate with team members to define, implement, and meet or exceed weekly, monthly, quarterly, and annual client success KPIs.
● Reduce average client onboarding time from 4 weeks to 3 weeks within 12 weeks of hire and to 2 weeks within 24 weeks of hire.
● Identify methods of reducing client churn rate by 10% over baseline (established on a 6 month basis) within 3 months of hire, and implement those methods within 6 months of hire.
● Create a client exit survey within 8 weeks of hire in order to identify reasons for client churn. Identify opportunities for improvement, come up with a plan to take advantage of those opportunities, and implement the same within 6 weeks of being identified.
● Come up with a system to measure and track client product adoption and establish a baseline within 12 weeks of hire. Increase that baseline by 10% within 21 weeks of hire.
● Upsell existing clients on new products and services, generating $500 per month on average.
● Obtain client referrals worth an average of $3,400 MRR each quarter.
3. Embody the company’s culture and core values.
● Be an active thought partner to the CEO and senior leadership team in terms of customer success and relationship management.
● Bring a mindset of personal/professional development, continuous learning, and excellence to the virtual working environment each day.
● Demonstrate the company’s core values of maintaining a great work ethic while having fun, humanizing everything we do, having a passion for technology and learning, contributing to a professional, optimistic, and friendly culture, constant collaboration, and always generating leads.
REQUIREMENTS
● 3+ years’ experience in marketing, advertising, sales, media buying (or related role). Ideally 3+ years’ experience in a CSR role in a digital marketing agency.
● Experience within the telecommunications industry is a plus.
● Outgoing and customer service-oriented.
● Professional polish and gravitas required to excel in a client-facing role.
● A clean, dedicated remote workspace that presents as a professional office environment during video calls.
● Ability to work 50 hours a week and be available 7am to 6pm CST Mon-Fri.
● High speed internet connection for video conferencing.
● Sufficient computing power to handle the software used as part of the job. (This job requires a desktop computer with at least two monitors and an HD (1080p+) webcam.
● An outside-the-box approach to problem solving.
● Positive attitude and solid work ethic.
● Demonstrable ability to work and communicate well with others and be respectful.
● A passion for learning and technology.
NICE TO HAVES
● Associate’s or Bachelor’s Degree in Advertising, Marketing, Business (or related area).
● Experience with digital ads and re-targeting.
● Previous experience utilizing multiple CRMs.
● Previous experience training other people on the use of software tools.
● Ability to perform multiple tasks simultaneously.
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Swoogo (PST and/or APAC hours)
YOU:
The ideal candidate who has a few years of event industry experience and has successfully handled high volume technical support in previous roles. You’re looking for personal and professional growth with an organically growing event technology startup with a unique and deep history in the events world. You are proactive, love figuring out the details of customer issues like a nerdy Sherlock Holmes, are detail oriented and able to manage multiple tickets and requests at once. You are a team-player with an individualistic streak, and are the Bob Ross of Technical Support (no mistakes, just happy accidents!), and can work PST and/or APAC hours.
US:
A highly focused, fully-remote event marketing software startup. Our clients expect us to be an events industry thought leader, always on the edge of new ideas with an unconventional viewpoint (see what we did there?), and that’s what we expect from you. We’re Swoogo, pioneers of the event marketing frontier, and we’re looking for a master Customer Success Manager who is familiar with the Events Industry and Event Tech and can turn dreams into reality (or at least occasionally frustrated customers into super happy people).
What you bring to the table:
1-3 years Events Industry and Event Registration Technology experience (you should seriously understand the life of an event planner and the life cycle of an event!)
1-3 software support experience
Knowledge of CRMs such as Hubspot and Salesforce
Basic HTML and CSS
Proactive, positive attitude
Serious Multitasker
Able to learn and communicate new tech quickly
A love of evangelizing software and technology and a passion for helping customers
What we bring to the table:
Training
Competitive Pay
14 days PTO plus company holidays
Health Insurance
Remote office
Super-positive team culture with a smart and passionate team
Bi-annual all hands off site. We did Lisbon last year, Newport, RI this year. Ideas for the next one?
That warm glow you get when you successfully explain a complex issue to a customer and that little light-bulb goes on over their heads
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Mozio
Hi there! Thank you for your interest in our Customer Success Expert open position! We’d love to tell you about us and the CS Expert role, and find out together if you’d be a good fit for our team!
Who we are
Mozio is a start-up company, founded and headquartered in San Francisco, California. We are a team of ~70 talented professionals distributed around the globe.
Our product is a search and booking engine for Ground Transportation.
Our mission, you may ask? To facilitate sustainable travel, either to new places, or within cities, by making urban transportation more efficient. We want to help companies, travelers, urban dwellers navigate cities using the cheapest and most eco-friendly options.
Job function
A CS Expert’s main task is to build lasting relationships between Mozio and its customers and make sure their expectations are met and exceeded.
Their duties and responsibilities include managing incoming calls, emails and chat messages from Customers, service Providers and Partners.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
What are our values?
1) We communicate constantly with each other
2) We take ownership over all our assignments
3) We trust and rely on each other
4) We are creative and proactive
5) We learn from each mistake and capitalize our lessons learned
Who are we looking for to staff this open position?
We only hire top-performing individuals who care about being challenged and successful.
We trust they will be motivated by the inner drive to produce the best results, and will be proud of work well done.
Here are some more characteristics of a successful CS Expert:
They are genuinely excited to help customers
They provide accurate, valid and complete information by using the right methods/tools. They possess a high level of attention to detail
They’re patient, empathetic, and passionately communicative
They are natural problem-solvers. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints
They put themselves in their customers’ shoes and advocate for them when necessary
They are customer-focused and experts in adapting and responding to different types of characters. They are people-oriented
They are skilled in multitasking, prioritizing, and managing time effectively
They produce high-quality work
Goals are not their destination but their starting point
Their experience not only helps them succeed but also enrich the Company
What's in it for me?
First and most importantly, being part of an organization focused on bringing out the best in our team, and helping them grow and develop together with the Company. As a growing start-up company, we have plenty of career opportunities to offer!
But also, as this is a remote, home-based, full-time position you’ll get to work from home or wherever in the world you want to. You can even travel the world while working with us! A salary in USD + unlimited vacations and equity are part of the compensation package.
The job is 5 days a week (during weekdays and/or weekends), 8hr per day+. You would be employed as a contractor.
Technical Requirements for this role:
Given that this position is fully remote, we need to make sure that your tech equipment will help you achieve your goals:
Laptop updated enough to support current web applications (ZenDesk, Google Suite, Slack, etc)
Smartphone updated enough to support current mobile versions of the most used applications (Google Suite, Slack, etc)
High speed wifi connection
Backup computer
Backup internet connection. In case your connection is down, you need to find an alternative place or connection to continue with your work
If this description resonates with you, we’d love to receive your application and learn more about you!
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Hospital IQ (US only)
We are seeking a CSM to implement our solutions and manage ongoing customer engagement with health systems around the world. This role combines customer service, analytical and technical skills to deliver continued value to our customers. The role requires individuals who can identify customer needs and see around corners to anticipate what their customers will need next. In addition, the CSM will interact with all aspects of the company including sales, product management, data science, engineering and marketing.
Responsibilities:
Consult with hospital clients to identify their most pressing operational needs and tailor Hospital IQ solutions to drive both immediate and long-term value
Plan and execute the deployment of the Hospital IQ solution through data collection, system setup, training, and rollout to maximize use of the solution
Understand, analyze and refine hospital policies and procedures to support the deployment of specific Hospital IQ features
Ensure timely delivery of software solutions by collaborating with internal and external teams to meet customer project milestones
Maintain a strong relationship with customers after an initial deployment through onsite visits, recurring business reviews and other general Q&A to further support their use of the solution
Engage in executive level discussions to communicate progress on key operational objectives
Identify new product needs as they arise and collaborate with product management and engineering to drive deployment of enhancements
Assist sales team with pre-sales activity, such as software demonstrations, as necessary
Minimum Qualifications:
4+ years in a consulting role
Strong analytical background with experience in Excel and PowerPoint
Experience presenting to executive level audience
Excellent organizational, time management and communication skills
Ability to self-manage and self-motivate within a remote work environment
Preferred Qualifications:
Programming experience with languages such as Python and SQL
Industry expertise in healthcare / hospitals
Experience deploying complex IT solutions or managing the implementation of large projects
Work Environment:
Office environment and remote options available
This role requires moderate travel (20%)